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Tracer Version 5 Overview

Tracer Version 5 Overview. A newly designed, more intuitive user interface with improved organizational functionality VOX recording integration Desktop video recording capabilities A single, portable administrative interface based on Web services architecture

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Tracer Version 5 Overview

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  1. Tracer Version 5 Overview

  2. A newly designed, more intuitive user interface with improved organizational functionality VOX recording integration Desktop video recording capabilities A single, portable administrative interface based on Web services architecture Digital station-side recording without computer telephony integration (CTI) dependencies Tracer 5 Key Feature Enhancements

  3. New User Interface • New Folder Organizational Structure • Intuitive layout allows for improved browsing and finding of folders • Call Visualization • Obtain a rapid visual overview of call activity • Call Details • Easy access to call details including call duration, name and number • Highlights/Notes • Great for sharing specific sections with your comments

  4. VOX recording allows recording based on audio activity Recording starts and stops when audio activity detection reaches a certain threshold Commonly used by municipal departments, such as police and fire, as well as dispatch centers Radio – Ai-Logix Analog Trunk Tap board required. If radio recording is enabled by using VOX the customer must provide a Digital to Analog Converter Station-side – Ai-Logix Digital Station Tap board required (NGX). This allows for station side recording without CTI Trunk-side – Ai-Logix Analog Trunk Tap board OR Ai-Logix Digital Trunk Tap board VOX Recording

  5. Desktop Video Recording Integrated video replay to audit PC use during calls Provides complete recording capabilities-both agent desktop activities and call recordings Gauge agent productivity-are they focused on the caller, or on sending instant messages to friends? Better identify best practices and improve training measures

  6. Desktop Video Recording • Green bar represents screen recording • Red bar represents call recording • Show Video button launches another screen • If two agents are recorded, a video for each agent will appear as shown above

  7. New Administrative Client • Tracer system can be administered anywhere • Allow call manager user permissions based on Call Filters • Allow users access to only certain parts of the Administrator such as “Evaluations” • New log file that lists who accessed what recordings. • Intuitive interface for simple and efficient administration

  8. Other Tracer Key Features • Integrated live call monitoring with pause, rewind, fast forward and IM • Perfect for quality assurance, real-time coaching and personnel development • Employee evaluations and quality reporting • Proactively develop personnel and control quality • Patent-pending OAISYS Portable Voice Document (PVD) technology, which protects voice recordings • Segment highlighting with full text notes, great for sharing specific sections with your comments • Cradle-to-grave call visualization, makes call auditing easy

  9. Updated Packaging Options • Build-to-Order Servers • Up to 192 channels of IP, analog and digital • Can be master in network up to 1,500 channels • Unlimited Talkument user licenses • Includes Tracer software & some user licenses • Off-the-Shelf Appliances • 20 IP, 20 IP & 8 analog, 2 T1/PRI bundles • Can be slave in seamless network • Unlimited Talkument user licenses • Option to add Tracer software & user licenses

  10. Tracer Benefits & Applications • Compliance & Risk Management • Document transactions for verification • Telesales, financial transactions, collections, HR, healthcare, utilities, call center SLA’s • Process Management • Ensure consistent process delivery • Finance, healthcare, customer service

  11. Tracer Benefits & Applications • Best Practices Identification • Review actions of top performers to ID best practices • Revenue producing centers: telesales, collections, cross-sell opportunities • Training and Development • Proactively develop talent around best practices • Full-time professional call center management

  12. Thank You

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