Call Recording Featured Article

OAISYS Integrates Talkument and Tracer Call Recording Solutions with Toshiba IPedge

September 21, 2012

By Rachel Ramsey, Call Recording World Web Editor

Call recording and quality assurance technology can play a valuable role for businesses across a wide spectrum of industries, including automotive dealerships, financial services, insurance, healthcare, manufacturing and distribution. Any business that regularly communicates with customers, clients and partners via the phone should proactively manage the risks inherent in these interactions and promote quality assurance using call recording.

OAISYS, a leader in business voice documentation and contact center management solutions, recently announced the enhanced integration of its Talkument and Tracer call recording solutions with Toshiba’s IPedge IP business telephone system from Toshiba America Information Systems Inc.’s Telecommunication Systems Division.

Talkument voice documentation software provides businesses complete control over risk management, compliance, dispute resolution and other critical business concerns. With the Tracer contact center recording and quality assurance solution, call recordings become a vital part of developing highly effective compliance, process and risk management programs. Tracer call monitoring functionality ensures phone-based interactions are readily available for dispute resolution and transaction verification. 

IPedge users can now benefit from the cost efficiencies associated with SIP trunking while also enjoying targeted, real-time call recording control and streamlined call retrieval and management.

The combined solution takes advantage of Computer Telephony Integration (CTI) enhancements from Toshiba that enable expanded information exchange between third-party applications and IPedge systems utilizing SIP trunking services. The OAISYS R&D team, working in close collaboration with Toshiba’s product management team, leveraged these enhancements to improve the call data capture capabilities of its recording solutions when deployed in these configurations.  This resolves the inability to acquire essential call identifiers when recording IP calls over SIP trunks, which is a widespread limitation, as many PBX and call recording vendors have yet to develop viable integration solutions.

Via the integration, OAISYS software is now aware of call details including agent ID, extension, dialed number, incoming caller ID, call direction and duration.  This information can be used to tag and identify specific calls, trigger call recording, control access rights and narrow search criteria.  OAISYS is presently the only call recording vendor known to support this integration with IPedge when combined with SIP trunks.

“As a long-time Toshiba partner, we value the collaborative relationship we have developed and our shared abilities to optimize solution functionality and affordability for our mutual customers,” said Brian Spencer, president of OAISYS, in a statement. “By Toshiba enhancing the level of call data relayed by the IPedge platform when utilizing SIP trunks, and OAISYS in turn modifying its software to capitalize on those changes, we are exceptionally well-equipped to deliver the unique combination of advanced call recording functionality and resource efficiency businesses require.”

“IPedge, when combined with OAISYS’ Tracer or Talkument call recording solution, provides a powerful and cost-effective communications solution for the contact center.  We applaud OAISYS for having the vision to expand the capabilities of its solutions to deliver greater benefits to our mutual dealers and customers,” said Mark Carpenter, vice president of technology and product management, Toshiba America Information Systems Inc., Telecommunication Systems Division.

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Edited by Rich Steeves

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