Call Recording Featured Article

OAISYS and Symmetrics Business Intelligence Collaborate to Offer Better Contact Center Solutions

December 12, 2012

By Frank Griffin, Call Recording World Contributing Writer

Social media has highlighted the importance of customer service and how the right interaction can help organizations retain customers for the long term. Before social media, call centers were the tool companies used to interact with their customers, whether it was to conduct a marketing campaign or to answer the needs of their customers.

Although social media is the tool of choice at the moment, call centers are still an integral part of the overall operations of organizations that rely on providing customer service and feedback.

OAISYS provides business voice documentation and management solution for contact centers, while Symmetrics Business Intelligence offers analysis and reporting solutions for contact centers. Their announcement for product integration will give public and private organizations a combined solution for optimizing the performance of contact centers.

The Talkument solution from OAISYS gives call centers voice compliance requirement using its Portable Voice Document (PVD) technology. It is capable of recording targeted conversations with descriptive data automatically and transparently from external system.

Information gathered from business applications, telecom networks and user interaction can be highlighted, searched and shared.

“At OAISYS, we are committed to continually and rapidly advancing our products while also remaining focused on delivering the utmost solution practicality and flexibility, and this integration partnership is well-aligned with those principles. The pairing of OAISYS voice compliance and quality monitoring software with Symmetrics’ best-of-breed reporting and business intelligence solutions enables our customers to better identify interaction trends and proactively address areas for contact center process improvement,” said Brian Spencer, president of OAISYS. 

The Symmetric solution is a business intelligence platform that provides reporting and analysis for today’s demanding contact centers. It can combine all the data from virtually any application or system in the contact center and create metrics in real time.

It can create reports and scorecards and deliver them to the designated personnel in the organization.

“The integration of Symmetrics’ nVISION Suite with the OAISYS solutions delivers tremendous value to contact centers. OAISYS customers can now benefit from customizable reporting and analysis functionality to help drive continuous, informed and proactive improvements that maximize contact center efficiency and enhance the customer experience,” said Richard McElroy, Symmetrics’ president and chief operating officer. 

The integrated product is available for deployment for customers' on-premises, hosted or hybrid-hosted models.

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Edited by Braden Becker

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