Whether distributed to all your staff or separated into designated groups of employees, your customers' calls are your business' lifeblood.
OAISYS Solutions for the Call Center:
- Get the right call to the right person at the right time, every time (Automatic Call Distribution)
- Boost customer satisfaction and ease of communication with direct access to leav~ messages, options for alternate staff members, automated responses to common questions and automated callbacks (Voice Assistant)
- Raise agent efficiency with advanced call controls, detailed screen pops, presence management and instant messaging (Net Phone)
- Help supervisors manage their agents, set and meet service expectations, and provide vital management information on call activity, all via a common web browser (TASKE Contact)
Success in business comes from increasing sales or reducing operating expenses. Sounds simple, right? And with OAISYS, it is. We can help you do both by improving communications efficiency and, in tum, boosting customer satisfaction levels.
OAISYS Solutions for Business Productivity:
- Help businesses cut the number of routine calls employees deal with in a given day, empower callers to quickly find their own information and free up employees to focus on the calls that require a human touch (Voice Assistant)
- Use available information, such as Caller ID, to automatically route calls to a particular person, call group or automated application to improve service and satisfaction while minimizing unnecessary time spent handling calls (Call Router)
- Provide managers and supervisors the ability to monitor employee telephone usage in real-time as well as report on employee and departmental phone use, as well as outside line use (TASKE Essential)
- Synchronize telephone communications with common customer database software applications such as Microsoft Outlook, ACT and Salesforce.com'" (Net Phone)
- Let agents initiate calls directly from common customer database software applications (Net Phone)
- Provide instant text messaging for easy coaching and help during a call (Net Phone)
Call recording gives businesses two key benefits: Real-time, real-world cases for use in employee training, coaching and evaluation, and an accurate record of conversations to retrieve essential information and resolve disputes when they arise.
OAISYS Recording Solutions:
- Record, store and organize selected phone calls as designated by management (Tracer)
- See every call you want; locate and play them back with the click of a button (Tracer)
- Show how advertising and marketing campaigns are working, allowing managers and supervisors to trilck and analyze how many calls each campaign generates, and where they come from (Tracer)
Tracer automatically records, stores and organizes telephone conversations in a central, secure server. Using a variety of audio connections, telephone system integration and recording triggers, you can target those conversations that have lasting impact on your business. Taking advantage of its Call Monitor option, you
can selectively listen to calls as they happen. Just choose from a view of active telephone calls both by outside party and internal telephone extension.
Tracer brings multiple benefits into any business environment. Chief among these are liability protection, training and activity reporting. These benefits are targeted at appropriate individuals throughout the organization through unlimited user accounts for search, playback and share functions. Authorized users can view all recordings or
a restricted selection based on factors such as telephone extension numbers and inbound numbers dialed by your callers. Tracer gives every authorized user secure access to encrypted recordings anywhere, anytime they are needed, through an easy-to-use web browser interface.
Tracer Advantages
- Variety of configurations
- Liability Protection
- Training and Activity reporting
- Unlimted user accounts
- Secure access anytime
- Up to 50,000 hours of recording storage
- Archive directly to your Local Area Network
Leveraging the other modules of the popular OAISYS business communications suite, Tracer becomes exponentially more valuable. Businesses deploying Interactive Voice Response (IVR) benefit from the capture of caller-entered information. Call centers using OAISYS ACD solutions can search for recordings by agent and group. With OAISYS Net Phone, users can manually initiate recordings and associate notes with the call recording for easy retrieval. OAISYS Net Phone delivers links from Tracer to third-party business software for extemal organization and access to valuable recordings.
Meaningful information related to communications activities is stored alongside the recordings in Tracer. Information added by your supervisory staff, such as performance ratings associated with an employee's call handling, are captured as well. Powerful reports detailing advertising effectiveness, communication activities and employee effectiveness can be obtained through the optional Tracer Reports Engine. Reports, complete with charts and links to call details, are delivered through the web browser interface and give quick access to customer satisfaction intelligence.
Popular applications of Tracer include communications management, compliance logging, new hire training, personnel development and customer relationship management. Imagine knowing the facts of the matter before attempting to resolve a dispute between a dissatisfied customer and a hard working employee with a conflicting take on events.. .hearing exactly what the customer ordered when handling a return... working with your staff (not against them!) to improve their skills and your customers' satisfaction... proving definitively that your business operated ethically and legally when challenged.
Control your Business communications based on reality,
not perception, with OAISYS Tracer call recording.
Have to transfer a call? Use this knowledge to deliver callers to the most appropriate staff member based on their role and availability, ensuring callers with immediate needs are not carelessly dropped into voicemail.
Can't put the call on hold? Instant message another employee to get the answers you need without interrupting your call.
Leaving the office? Selectively forward your key customers' calls to your mobile telephone while directing all others to voicemail or an associate.
Net Phone Advantages:
- Custom call transfer and forwarding
- Instant messaging
- Integrated calling activities with existing business software
Wring inefficiency out of activities and gain more time in the day, By converging voice and data at the point of interaction-workers' desktops-inefficient processes are transformed into models of efficiency, Using common software interfaces, Net Phone integrates calling activities with business software applications, This integration automatically delivers contact information based on an incoming call's telephone number,
Outbound calls are processed through the dick of an icon or a single keystroke. Net Phone even synchronizes your telephone's status messaging and call forwarding with the calendar in Microsoft Outlook. Launch electronic documents, applications and web pages directly from the Net Phone interface for quick access to the most frequently used communications tools, Simplify information transfer by dragging and dropping between tools such as the call log, speed dial list, programmable buttons and Microsoft Outlook.
Building on the robust, modular OAISYS business communications suite, Net Phone delivers even more value, power and control to the desktop. Any call processed by an Interactive Voice Response (IVR) application will be accompanied by a window displaying the captured data. When using Net Phone along with OAISYSTracer, authorized workers can activate call recording, add notes into the recording and request a copy of the recording by email. Call center employees can receive answering scripts, manage their Automatic Call Distribution (ACD) status and receive queue status notifications such as call volume and wait times.
Call center employees, knowledge workers, road warriors and remote staff members all benefit when Net Phone is deployed. Call center employees benefit from effident processes that provide them relevant information with which to satisfy customers. Knowledge workers gain more control over their communications so they can better manage their time. When connected to the internet, road warriors combine a headset and laptop for a fully functioning telephone to handle calls, instant-message and view current availability status of other employees.
Remote staff members, such as at-home workers, integrate seamlessly into the communications network without taking possession of costly hardware or licenses (It's all controlled at a centralized server.).
When all its capabilities are factored together, OAISYS Net Phone increases effidency in nearly every aspect of an organization's communications.
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