Tracer Version 5 Overview - PowerPoint PPT Presentation

Tracer version 5 overview
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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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Tracer version 5 overview

Tracer Version 5 Overview

Tracer 5 key feature enhancements

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

Tracer version 5 overview

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

Vox recording

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

Desktop video recording

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

Desktop video recording1

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

New administrative client

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

Other tracer key features

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

Updated packaging options

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

Tracer benefits applications

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

Tracer benefits applications1

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

Thank you

Thank You

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