Call centers have evolved a lot in the last few years. The focus these days is more on improving the quality of calls and customer interactions than simply handling a large volume of calls. The various contact center reporting and analysis solutions available in the market help contact center managers keep an eye on quality in every aspect of their call center business.
OAISYS (News - Alert), a company that provides business voice documentation and contact center management solutions, has partnered with Symmetrics to provide a new solution that helps contact center managers utilize collected quality monitoring data to analyze call handling performance. Collected quality monitoring data helps call centers to analyze important performance indicators and improve the overall quality of call center business.
As a result of this partnership, Symmetrics' nVISION Suite will be integrated with the OAISYS’ Talkument and Tracer solutions. The Talkument solution helps in adhering to voice compliance requirements, whereas the Tracer application offers usual contact center quality management capabilities. When both these solutions are merged together, call centers get a useful compliance solution that takes care of most of the legal, industry and service-level compliance management requirements.
Recently, the company also released Mobile Recall application, which allows Web-based access to OAISYS Talkumentand Tracer software solutions.
Symmetrics' nVISION Contact Center Report & Analysis Suite helps call centers in reporting and analysis and it offers various multi-tiered modules for this purpose. According to the company, this solution is a complete business intelligence platform for call centers.
“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 (News - Alert), 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.”
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