Customer Success Story
QualChoice of Arkansas, Inc.
Industry: Health and Allied Services
QualChoice of Arkansas, Inc., is a non-profit health services company that offers a variety of managed care products and benefit administration services to its members.
Business Challenge
When the time came to modernize its communication systems QualChoice needed
to scrap its outdated record-on-demand call recording implementation with
a state-of-the-art solution that was easy to administer, had an intuitive
interface and would be readily adopted by the user base. After comparing
available options head-to-head, IT Infrastructure Manager Jack Englert saw
Tracer as the obvious choice.
Solution
Among the benefits QualChoice has realized are:
- Cradle-to-Grave Recording: Tracer captures all calls in their
entirety regardless of when the recording was initiated, ensuring the
entire conversation, rather than merely a portion, is saved.
- HIPAA Compliance: Built on Microsoft's .NET framework,
Tracer fits into QualChoice's existing Health Insurance Portability and
Accountability Act security and data framework. Recording files are saved
in a proprietary format and replayed on an encrypted data stream, improving
security even more.
- Sharing: With Tracer, users can share calls or call segments
with other approved users via a secure, encrypted email link, promoting
collaboration and information sharing as needed. In addition, files can
be exported to a variety of formats for ease of collaboration.
- Evaluation and Reporting: Tracer's easy to use customizable scorecards
and evaluation capabilities have become an essential part of rating agent
performance and improving efficiency and accuracy.
“We can now make changes in the scorecards on-the-fly," Englert
said. "They’re able to review those whenever they would like to.
Auditing of and reporting on calls is no longer an arduous process.”
Additional benefits for the company have included:
- IT Workload Reduction: QualChoice IT staff has experienced
an 80 percent reduction in the amount of time spent administering its
recording solution.
- Customer Service Improvement: Contact center managers
can now piece together a caller's entire contact experience with the company,
ensuring a complete picture of their interactions.
- Dispute Resolution: Having a complete record of what was said
and by whom, QualChoice now has the means to eliminate "he said/she
said" disputes quickly and authoritatively.
When asked how the solution has performed for QualChoice, Englert was enthusiastic.
"OAISYS Tracer has been phenomenal since its launch date. User adoption
is obviously a key component of that. In IT, we want to drive the functionality
and the features out to the call center managers and let them really manage
their environment, and Tracer has allowed us to do that. They're able to
manage their needs in the call center, and it's really helped raise the
level of feedback we obtain from not only our users, but also the scorecards
and evaluations."
About Tracer
Tracer is the industry's leading digital recording solution for contact
centers. Tracer utilizes patent-pending OAISYS Portable Voice Document (PVD™)
technology to capture telephone-based interactions as digital call recordings,
or voice documents, that are available to store, organize, play back, annotate
and share with others as needed. This core PVD functionality is paired with
Tracer's advanced contact center management features, including employee
performance evaluations, the ability to live monitor calls, generate quality
and resource utilization reporting and synchronized desktop video recording
capabilities. Tracer is compatible with business communication systems from
Avaya, Mitel, Toshiba, ShoreTel, and many other standards-based IP and legacy
TDM systems.
