Tracer is the industry’s leading call recording solution for contact centers and businesses with advanced interaction management requirements. Tracer builds upon Talkument with advanced capabilities for quality assurance, real-time coaching and personnel development. This includes robust live and auto call monitoring with pause, rewind, fast forward and IM functionality, synchronized desktop video recording and employee evaluations and quality reporting for proactively developing personnel and monitoring customer service.
With the Tracer call center management and quality monitoring software, call recordings become a vital part of developing highly effective compliance, process and risk management programs. Tracer call monitoringfunctionality ensures recorded phone calls are readily available for dispute resolution and transaction verification.
Tracer is much more than just a simple call logger or call recorder
Tracer call center management software provides robust, enterprise-class call recording, agent evaluation and quality assurance functionality, including:
Patented OAISYS Portable Voice Document (PVD™) technology, which provides a highly secure means of reviewing, sharing and adding notes to call recordings
Intuitive user interface with call visualization, which simplifies call recording review and quality monitoring
Effortless organization and search capabilities, allowing a targeted call recording to be retrieved within seconds
Integrated live call monitoring and automatic call monitoring, allowing real-time agent coachingand agent development
Customizable agent evaluations and powerful quality reporting, allowing call centers to proactively monitor, manage and optimize workforce performance
Optional screen recording capabilities, enabling a more complete picture of call center agent activity
How Do You Record Calls and Promote Quality Assurance?
Organizations in nearly every industry conducting all or part of their business by telephone are faced with a complex web of legal, industry and service-level compliance guidelines. But, how are they documenting calls to address those compliance requirements while also monitoring quality of service?
OAISYS provides the most comprehensive call recording software solution for addressing compliance management and quality monitoring needs, delivering an affordable all-in-one array of exclusive features and functionality to meet specific business requirements.