OAISYS, a provider of call recording and contact center management solutions, has announced the immediate availability of Tracer version 6.0, its digital recording solution for contact centers. Tracer 6.0 delivers new enhancements to better support large-scale, enterprise-wide deployment of the Tracer professional interaction management solution. Tracer’s live call and auto call-monitoring functionality, as well as improved agent coaching and evaluation features, reduce training costs and increase revenue, driving overall profitability for contact centers, the company said.
Tracer utilizes patent-pending OAISYS Portable Voice Document (PVD) technology to capture telephone-based interactions as digital call recordings, or voice documents, that are available to store, organize, playback, annotate and share with others as needed. This core PVD functionality is paired with Tracer’s contact center management features, including employee performance evaluations, the ability to live monitor calls and generate quality and resource utilization reporting.
New Tracer feature enhancements include:
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