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Call recording and contact center management solutions specialist Oaisys announced the release of SIP trunk recording and speech analytics functionality for its Talkument voice documentation and Tracer interaction management solutions, aimed at small to medium-sized businesses. Talkument and Tracer call recording and interaction management solutions now integrate directly with SIP trunks to record calls.
This release includes capabilities to capture call data directly from the SIP trunk, including outside party number, start time and duration. The company also announced that the next release would expand the call data capture capabilities to include details from the communications platform, such as extension participants, in addition to the SIP trunk data.
In addition to the SIP-related improvements, contact centers can now export call recordings based on predefined business rules, using criteria such as call duration or agent ID, into speech analytics technology to examine calls and identify issues needing resolution. Oaisys said organizations leveraging the company’s solutions can use the speech analytics product that best suits their individual needs to analyze call recordings and isolate those calls containing terms or phrases with significance to contact center management.
“SIP trunk services have really gained traction, especially in larger enterprises, and can help deliver high-quality, scalable and reliable business communications in an extremely cost-effective manner,” said Brian Spencer, president of Oaisys. “The ability of Talkument and Tracer to directly record SIP trunks enables us to better support enterprise-class deployments and allows our customers to enjoy the cost-savings of SIP paired with the proven business process optimization and revenue protection benefits of Oaisys call recording solutions.”
SIP integration and speech analytics are part of the upcoming version 6.1 release of the company’s Talkument and Tracer software solutions, which is currently available to early adopters. Oaisys said it is now accepting a limited number of referrals for customers interested in participating in the early adopter release. “We have been closely following the evolution of speech analytics in the marketplace and its potential as a complementary solution to our core call recording technology,” Spencer said. “We believe speech analytics has now sufficiently matured to be a useful, reliable and affordable option for our customers.”
The Oaisys voice documentation and interaction management solutions are designed to help companies within a variety of industries, including health care, automotive dealerships, financial services and the public sector, attract and retain customers by digitally capturing phone-based interactions for retrieval, playback and management. Compatible with business communications system providers, including Avaya, Mitel, ShoreTel and Toshiba, Tracer and Talkument applications help allow companies to improve risk management, quality assurance, customer retention, dispute resolution, regulatory compliance requirements and other critical business concerns.