Gregg and Oaisys

The OAISYS^® voice documentation and interaction management solutions help companies within a variety of industries—including healthcare, automotive dealerships, financial services, and the public sector—attract and retain customers by digitally capturing phone-based interactions for simple retrieval, playback and management. Compatible with leading business communications systems, including those from Avaya, Mitel, ShoreTel and Toshiba, OAISYS Tracer and Talkument applications help companies improve risk management, quality assurance, customer retention, dispute resolution, regulatory compliance and other critical business concerns.

• Ability to highlight, annotate and share select portions of a call recording
• Selective call recording, allowing only desired extensions to be monitored
• Call visualization, which displays all activity that occurred throughout a call
• Security permissions that provide discrete access to the entire call recording, or just a select segment
• Playback via encrypted media file streaming for an enhanced level of security
• Flexible call recording connectivity options, including IP station side, trunk side, digital station side and VOX recording
• Click-once installation and upgrade technology for faster, simpler deployment
• Patent-pending OAISYS Portable Voice Document (PVD™) technology, which provides a highly secure means of reviewing, sharing and adding notes to call recordings 
• Intuitive user interface with call visualization, which simplifies call recording review and auditing 
• Effortless organization and search capabilities, allowing a targeted call recording to be retrieved within seconds 
• Integrated live and auto monitoring, allowing real-time agent coaching and personnel development 
• Customizable employee evaluations and powerful quality reporting, allowing call centers to proactively monitor, manage and improve workforce performance 
• Optional desktop screen recording capabilities, enabling a more complete picture of agent activity

Call Recording Solutions for Public Utilities

Public utilities deal with complex issues over the telephone nearly every minute of every day. Growing call volumes and the need to improve customer service standards have prompted many utilities to leverage call recording technology within their operations. The ability to efficiently monitor, evaluate and measure the performance of agents when dealing with customers has become a key differentiator for many utilities, especially as industry deregulation drives competition. OAISYS call recording and interaction management solutions work to ensure a positive outcome for these phone-based interactions.

Utilities deploying OAISYS call recording and interaction management solutions can improve efficiency across multiple business areas, including:

• Customer Service and Billing: Account inquiries must be handled professionally, quickly and accurately. OAISYS call recording solutions help supervisors confirm that agents receive and relay the correct information, such as account numbers, payment information and service-related issues.
• Personnel Development: Tracer’s live call monitoring, coaching, evaluating and reporting functionality, provides utilities with a complete personnel communications development system.
• Dispatch Monitoring: Tracer’s VOX recording capabilities enables capture of dispatch center telephone and radio communications, providing a clear and complete history of what transpired in each call. Time-critical calls, such as a service outage or emergency repair request, can quickly be played back to confirm vital details.
• Regulatory Compliance: Utilities are faced with a myriad of regulations, from the federal government down to the state, county and even municipal level. As a result, transactions and responses must be effectively documented via call recording to ensure compliance, pass audits and help resolve allegations of improper actions.
• Materials Ordering: From office supplies to tankers of fuel, utilities order significant quantities of materials in order to sustain their operations. In the event of a dispute, a call detailing a specific order can quickly be retrieved and highlighted to clarify or prove what was actually ordered.
• Agent Staffing Levels: Tracer’s reporting functionality enables identification of when and from where the greatest volume of calls is occurring. Having a more complete understanding of call volume trends allows management to allocate agent resources more efficiently.

OAISYS provides innovative, reliable and affordable call recording and interaction management solutions that help public utilities more effectively manage their phone-based communications. Contact an Authorized OAISYS Reseller today to find how our solutions can benefit your business.

Call Recording Solutions for Healthcare

OAISYS voice documentation technology enables healthcare providers to simply, efficiently and securely capture telephone conversations as digital call recordings, or voice documents, for accuracy and collaboration, without the need to incorporate a full-scale EMR system. OAISYS call recording solutions provide a definitive account of phone-based conversations with affiliated providers and patients, helping to avoid miscommunication errors and “he said/she said” disputes. Administrative staff, physicians and other key personnel enjoy appropriate access to phone-based data while still maintaining HIPAA privacy requirements.

OAISYS call recording solutions for healthcare providers deliver:

• HIPAA-compliant management of phone-based communications
• Enhanced patient care and safety due to increased staff communications oversight
• Significant cash flow improvements through billing and payment authorization dispute resolution
• Greater staff productivity, streamlined clinical processes and improved workflow efficiency
• Minimized liability risk leading to decreased legal and insurance costs

OAISYS provides innovative, reliable and affordable call recording solutions that help healthcare professionals overcome the everyday challenges they face. Contact an Authorized OAISYS Reseller today to find how our solutions can benefit your organization.

Call Recording Solutions for Public Safety

Public safety operations are tasked with ensuring clear, rapid and accurate communications. This includes 9-1-1 contact centers, law enforcement agencies, emergency dispatch services and fire departments. Significant investment, oversight and review go into the selection of an infrastructure to support these efforts. But, for the public safety sector, it is also especially important to maintain a reliable, easily accessible record of these mission-critical communications.

The OAISYS Tracer call recording and interaction management solution delivers versatile, yet affordable, call recording functionality combined with powerful quality assurance, robust live call and auto call monitoring and detailed reporting to support unique public safety communications requirements.

OAISYS call recording and contact center management solutions enable public safety agencies to:

• Accurately record phone and radio communications in their entirety
• Analyze and evaluate interactions to identify performance strengths and weaknesses
• Ensure compliance with industry regulations and standards
• Minimize liability risk with a verifiable record of all communications activity
• Reliably and conveniently archive call recordings
• Retrieve important call recordings almost instantaneously

OAISYS provides innovative, reliable and affordable call recording and contact center management solutions to help public safety agencies manage their mission-critical communications. Contact an Authorized OAISYS Reseller today to find how our solutions can benefit your organization.

Solutions for Financial Services

In today’s economy, businesses operating within the financial services industry face increased risks, fueled heavily by ongoing regulatory change and heightened public scrutiny. Additionally, to thrive within this highly competitive environment, financial services organizations need better insight into their customer dynamics and greater control over the quality of service their agents provide. OAISYS call recording and interaction management solutions can help businesses within the financial services industry, such as bank and credit unions, capture a wealth of customer intelligence, monitor employee and customer interactions for quality assurance purposes and obtain protection from compliance and liability issues.

OAISYS call recording and interaction management solutions offer many benefits to the financial services industry, including:

• Improved compliance with various regulatory requirements, such as the Gramm-Leach-Bliley Act, PCI Data Security Standards and the SEC Rule 17a-4.
• Enhanced superior customer service, improved customer loyalty and maximized revenue generation through more effective cross-selling and upselling efforts.
• Protection against “he said/she said” customer disputes that may initiate unnecessary refunds or legal action.
• Verification of transactions conducted over the phone as well as an accurate and reliable audit trail of verbal commitments, reducing the amount of customer paperwork.

OAISYS provides innovative, reliable and affordable call recording and interaction management solutions for the financial services industry that help to ensure regulatory compliance and improve customer service. Contact an Authorized OAISYS Reseller today to find how our solutions can benefit your organization.

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