Oaisys Tracer – Release 6.1 – Continued Broadening of Oaisys Call Recording and Management Portfolio

In November I wrote a blog on Oaisys, a company, in business for 13 years, that many people haven’t heard about because they sell through channel partners, such as Mitel, Toshiba, PrairieFyre Software, Avaya and ShoreTel. Oaisys provides contact center management solutions including call recording, quality monitoring, and workforce management, but with a depth of functionality that allows contact center managers to really understand and control their business environment.  You can read my blog about their core capabilities here, but to summarize, in release 6.0 Oaisys added some extremely compelling features to its solution set including:

• Live Call Monitor – allows supervisors to monitor multiple systems and listen to live calls locally or remotely
• Auto Call Monitor - allows real-time automatic live monitoring of calls which meet criteria that are pre-defined by management
• Live Annotations and Coaching - provides the ability for supervisors to create text annotations directly to calls during live monitoring, so that they can capture their observations in real-time, along with the ability to use integrated instant messaging with their agents, so that they can coach agents directly an unobtrusively during calls
• Quality Control Work Queues - allows users to create rules for the count and types of calls that supervisors must evaluate, speeding up agent evaluations and ensuring supervisor objectivity
• Automated Call Organization - this feature identifies calls that meet set criteria based on call filters, such as agent ID or extension lists, and categorizes them within a specific search folder.

Release 6.1

True to what Oaisys set out to do this year which was to have interim releases quarterly, the company just released 6.1, which has, once again, some very compelling content.

Perhaps one of the most useful features is that Oaisys can now integrate directly with SIP trunks to record calls. In this first release of this functionality, Oaisys will be able to capture call data, such as caller ID, call duration, etc. Later releases will allow SIP trunking recording with SMDR and CTI integration. The reason this is important is that for companies that record for reasons such as compliance, they need to capture the entire experience of that caller, not just what happened during the call with the agent. So understanding what pre-recorded announcements were being played for the caller, for example, is something that needs to be captured and combined with the call, including what agent they were transferred to. Currently that is not possible with existing solutions.

Oaisys has also added speech analytics capabilities, so that contact centers can export selected call recordings based on whatever criteria they choose, such as call duration, etc. However, Oaisys didn’t just add the capability for one speech analytics vendor to be used, but made it so customers had a choice of several speech analytics vendors that they can interface to, depending upon features, costs, or other needs.

Oaisys also instituted an on-demand licensing model so that customers that really need to record for quality monitoring purposes or want to carefully choose groups or individuals to monitor can do so in a cost effective manner.

Additionally, Oaisys added multi-language support with the addition of Spanish and Portugese language packs. This goes in line with Oaisys expanding globally, and will be added to as time goes on.

Finally, Oaisys expanded its relationship with Avaya, becoming a gold level partner in the Avaya DevConnect program. With this the company announced that they are fully supporting integrated call recording with Avaya’s Communication Manager software using Avaya Application Enablement Services. Oaisys’ Talkument and Tracer solutions now support CTI connectivity with Communications Manager using the Telephony Services Application Programming Interface (TSAPI).