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OAISYS and Toshiba:

OAISYS and Toshiba:. Call Recording Solution Configuration. OAISYS Call Recording Platforms and Connection Options. Portfolio Overview – Talkument. Voice Documentation Features Creates digital media documents from business telephone calls

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OAISYS and Toshiba:

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  1. OAISYS and Toshiba: Call Recording Solution Configuration

  2. OAISYS Call Recording Platforms and Connection Options

  3. Portfolio Overview – Talkument Voice Documentation Features • Creates digital media documents from business telephone calls • Utilizes patent-pending OAISYS Portable Voice Document (PVD™) technology • Centrally stores voice documents on a secure network repository • Provides the ability to organize, retrieve, playback, annotate and share voice documents Key Benefits • Productivity: Share information quickly, seamlessly and securely without the need to transcribe • Accuracy: Capture the full interaction (tone of voice, pauses, etc. ) to verify exactly what was said and by whom, eliminating miscommunication errors • Risk Management: Document phone-based transactions to minimize liability risk and ensure regulatory compliance • Customer Retention: Gain insight into how customers are being treated, identify areas for improvement

  4. Portfolio Overview – Tracer Contact Center Management Features • Same core feature set as Talkument, but with advanced capabilities for quality assurance, real-time coaching and personnel development • Integrated live call monitoring with pause, rewind, fast forward and IM • Desktop video recording to audit PC use during calls • Employee evaluations and quality reporting for proactively developing personnel and monitoring service Key Benefits • Best Practices Identification: Increase revenues by sharing/promoting strong sales techniques and reducing negative practices • Personnel Development: Easily establish performance standards and metrics for critical processes and systematically evaluate performance • Regulatory Compliance: Promote revenue protection, avoidance of penalties, fees and negative publicity

  5. Connection Options • Trunk Side • Passive RTP Capture • Legacy TDM station integration • Supports third-party contact center applications

  6. Computer Telephony Integration (CTI) • Combines capabilities of Strata CIX with functionality of OAISYS applications • Monitor and control telephony for digital or IP phones, trunks, or ACD queues/agents • Data used in call recording triggers, permissions and call searches

  7. Toshiba Strata CIX Network Configurations

  8. Single Audio Connection Point • Single location, minimal capital investment • Talkument or Tracer integration using CTI • Supports any combination of analog and digital trunks, RTP capture or TDM station integration

  9. Single Connection Point Configuration

  10. Trunk Integration – Multiple Gateways • Multiple locations or a single location placing a premium on maximum uptime will benefit from multiple or networked Strata CIXs • Desirable when cradle-to-grave recording is necessary, will record the entire call from the outside party’s perspective • A single OAISYS solution can intelligently record all calls originating on trunks connected to multiple CIXs using one CTI link via the Toshiba Strata Unifier

  11. Trunk Integration – Multiple Gateways

  12. Trunk Integration – Multiple Gateways

  13. Digital CIX or CTX Station Integration • Digital station recording is supported on the CIX or CTX with CTI integration • Beneficial for those customers with more trunks than stations they wish to record • Enables recording of station to station calls on the Strata CIX or Strata CTX platforms.

  14. Digital CIX or CTX Station Integration

  15. Strata CIX IP Station Integration • OAISYS products integrate seamlessly with the Strata CIX platform • IP stations are recorded using passive RTP capture by monitoring ports between the CIX gateway and the IP endpoints • CTI integration is used • Third-party call center application integration is also available

  16. Strata CIX IP Station Integration

  17. Solution Scalability OAISYS Recording Appliances • Off-the-shelf single, rack-mountable 1U appliance • Capable of interfacing with up to two digital trunk circuits or up to 48 PBX endpoints using some form of IP recording • Supports storage up to approximately 56,000 hours of recordings OAISYS Recording Servers • Built-to-order server base system, scalable up to 192 ports • Suitable for installations requiring advanced fault tolerance and data protection capabilities • Accommodates storage from approximately 56,000 up to 200,000 hours of recordings • Recordings can be archived to DVD or across Local Area Network to any desired data storage platform

  18. To learn more, or to schedule a live demonstration, please email se@oaisys.com or call us at888.496.9040.

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