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Tracer Version 5 Overview: Enhanced User Interface & Recording Capabilities

Explore Tracer Version 5 with its innovative user interface, intuitive layout, call visualization, VOX recording, and desktop video capabilities. Key features include call details, highlights/notes, and improved organizational functions. It also offers enhanced administrative tools, live call monitoring, and segmented highlighting for better quality control and personnel development. Benefit from updated packaging options for up to 192 channels and unlimited Talkument user licenses.

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Tracer Version 5 Overview: Enhanced User Interface & Recording Capabilities

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  1. Tracer Version 5 Overview

  2. 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

  3. 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

  4. 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

  5. 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

  6. 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

  7. 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

  8. 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

  9. 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

  10. 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

  11. 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

  12. Thank You

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