Products

Tracer Overview

OAISYS’ Tracer Call Center Recording and Quality Assurance Solution lets call centers target those conversations that have a lasting impact on their business.

With a variety of audio connections, telephone system integrations and recording triggers, Tracer automatically records, stores and organizes telephone conversations in a secure central server.

Among the benefits Tracer brings to call centers are:

• Ease of Training: Use agents’ actual calls to highlight their strengths and weaknesses, improving their performance through real-world examples.
• Call Monitoring: Listen to calls as they happen and coach agents in real-time through instant messaging, reducing the need for follow-up later.
• Liability Protection: Keeping recorded archives of calls eliminates “he said/she said” and puts your business in the driver’s seat when it comes to compliance issues or dispute resolution.
• Activity Reporting: Tracer’s reporting and scoring capabilities quantifiably tell you who your star performers are, and who needs extra help in realizing their potential.
• Security: Users can only access the calls they are assigned permission for. Digital watermarking ensures recordings are not altered.
• Searchability: Calls are easily found using any number of search criteria, including: telephone number, account codes, date or time of call and any customized field tags you may create, such as, “Abusive Caller” or “Agree to Pay.”

Tracer is the ideal call center recording and quality assurance solution for small-to-medium-sized call centers, since it was created with their specific needs in mind.