In today’s business world there are many forms that business communication can take and voice still has an important role to play often preferred by customers, suppliers and employees alike for its speed, ease of use and conviviality.

While direct voice communication can successfully help build important business relationships it can on occasions lead to misunderstandings that have the potential for unwelcome consequences particularly in highly regulated business environments. In these circumstances the risks can be high and companies can find themselves exposed to potentially negative financial and reputational consequences.

The way customer conversations are handled is particularly important in telephone contact centres where management focus is on efficiency. It is often a contact centre objective to increase revenue and reduce expenses, but as agents rush to complete the current call and move on to the next, efficiency goals are in direct conflict with most businesses endeavour to improve customer satisfaction and loyalty.

Businesses often deploy call accounting and reporting solutions to manage call activity and associated call cost, but often neglect the actual call content. By utilising call voice recording organisations of all sizes gain important insight into how their valued customers are handled, and are empowered to correct employee performance issues through conversation monitoring and training.

Voice call recording is any essential tool in helping businesses achieve key objectives:

• Verifying Verbal Transactions & Contracts
• Regulatory Compliance
• Limiting Financial & Legal Liability
• Staff Training & Monitoring to Improve Productivity
• Staff Training & Monitoring to Improve Customer Satisfaction
• Protection from Staff Abuse

Oaisys is a leading developer of call recording and contact center management solutions for digitally capturing telephone conversations and interactions for retrieval, playback and management.

Compatible with leading business communications systems, including those from Avaya, Mitel, ShoreTel and Toshiba, Oaisys Tracer and Talkument applications help companies improve risk management, quality assurance, customer retention, dispute resolution, regulatory compliance and other important business concerns.

 Talkument personal voice documentation and collaboration software creates digital media documents from business telephone calls, making them available to organise, retrieve, playback, annotate and share as needed. This provides a company-wide control over risk management, quality assurance, customer retention, dispute resolution, contact centre staff training and other key business areas.                               Please see Talkument data sheet for more info...

Tracer is the industry’s leading contact center management solution, delivering enterprise-class call recording functionality paired with advanced quality assurance, personnel development and reporting tools, as well as optional synchronised screen recording capabilities. It reduces training costs and increases revenue to drive contact center profitability.                                                                                                  Please see Tracer data sheet for more info...