TEMPE, AZ — (Marketwire) — 12/11/12 — , a leader in business voice documentation and contact center management solutions, today announced a partnership with Business Intelligence, a leading provider of reporting and analysis solutions for contact centers. The OAISYS and solutions combine with Symmetrics- nVISION Contact Center Reporting & Analysis Suite to leverage collected quality monitoring data for custom reporting and analytics purposes, offering organizations better insight into contact center operations and call-handling performance.
“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,” said Brian Spencer, president of OAISYS. “The pairing of OAISYS voice compliance and quality monitoring software with Symmetrics- best-of-breed reporting and business intelligence technologies enables our customers to better identify interaction trends and proactively address areas for contact center process improvement.”
“The integration of Symmetrics- nVISION Suite with the OAISYS solutions delivers tremendous value to contact centers,” said Richard McElroy, president and chief operating officer of Symmetrics. “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.”
The Talkument solution is purpose-built to address voice compliance requirements, employing patented OAISYS Portable Voice Document (PVD) technology to automatically and transparently record targeted conversations along with all available descriptive data from external systems such as telecom networks, business applications and user interaction. Users can highlight portions of voice conversations, add text notes and securely share an entire file or only highlighted segments. Tightly integrated speech search capabilities enable rapid identification of voice files based on spoken phrase in addition to descriptive data.
The Tracer application layers on top of Talkument to provide formal contact center quality management capabilities, including live call monitoring, coaching, evaluations, reporting and desktop video monitoring. The combination of Tracer-s feature suite with underlying Talkument voice documentation functionality delivers the only true contact center quality monitoring solution to also effectively and affordably resolve legal, industry and service-level compliance management requirements.
Symmetrics nVISION Contact Center Reporting & Analysis Suite is a complete business intelligence platform for reporting and analysis in modern contact centers. With nVISION Suite, customers can bring together real-time, historical and call-detail data from virtually any system or application found in the contact center, optimize that data for specific performance management metrics, then create and distribute reports, dashboards and scorecards to agents, supervisors, managers and executives.
The combined solution is available immediately via on-premise, hosted and hybrid-hosted deployment models.
OAISYS® () is a leading developer of call recording and contact center management solutions for a wide range of organizations, from small- to medium-sized businesses to multi-site large enterprises. 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 system providers, as well as SIP-based communications services, OAISYS and applications help companies improve risk management, quality assurance, customer retention, dispute resolution, regulatory compliance requirements and other critical business concerns. OAISYS is headquartered in Tempe, Ariz. OAISYS Limited is located in Cambridge, England.
At Symmetrics, we build, implement and support software that solves the problem of reporting and analyzing data from any system or application found in your call center. We-ve been doing it for over 15 years, and we do it for call centers all over the world, big and small. What makes Symmetrics different? We take best practices from business intelligence and data warehousing and apply them to the specific domain of the contact center. Our solutions fit the unique reporting and analysis needs of our customers, no matter how many different systems, applications, or call center sites they have. And, with hundreds of call center implementations under their belts, our professional services team has the experience and insight to ensure your project-s success. For more information, please visit .
Teri Sawyer
T&Co.
714-536-8407
Bill Johnson
OAISYS
888-496-9040, ext. 1027
Chris Rouse
Symmetrics Business Intelligence
604-891-5568
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