Tracer Overview
Call Recording and Professional Interaction Management
Call recording and quality assurance technology can play a valuable role for businesses across a wide spectrum of
industries, including automotive dealerships, financial services, insurance, healthcare, manufacturing and distribution.
Any business that regularly communicates with customers, clients and partners via the phone should proactively manage
the risks inherent in these interactions and promote quality assurance using call recording.
With the Tracer contact centre recording and quality assurance solution, call recordings become a vital part of
developing highly effective compliance, process and risk management programs. Tracer call monitoring functionality ensures
phone-based interactions are readily available for handling disputes and verifying transactions.
Tracer contact centre management software provides robust, enterprise-class call recording and quality assurance functionality,
including:
- Patent-pending 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
auditing
- Effortless organisation and search capabilities, allowing a targeted call recording to be retrieved within
seconds
- Integrated live and auto monitoring, allowing real-time agent coaching and personnel development
- Customisable employee evaluations and powerful quality reporting, allowing
call centres to proactively monitor, manage and improve workforce performance
- Optional desktop screen recording capabilities, enabling a more complete picture of agent activity
