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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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Presentation Transcript
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
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