Contact information
Address
Wellington House
East Road
Cambridge
CB1 1BH
United Kingdom
Telephone: 08447366152
Email: uksales@oaisys.com
Website: www.oaisys.co.uk
Press Releases
OAISYS Earns 2010 CRM Excellence Award From Customer Interaction Solutions® Magazine
CRM_Excellence_2011_PR.pdf 156.38 kB
OAISYS Launches Tracer and Talkument Call Recording Solutions Version 7.1 With Enhanced Administration and Monitoring, Cloud Licensing
OAISYS_7 1_GAPR_final.pdf 68.05 kB
OAISYS Receives Customer Interaction Solutions Magazine’s 2011 Product of the Year Award
CIS_Product_of_the_Year_final-1.pdf 100.25 kB
New OAISYS 7.0 Call Recording Solutions Support Enterprise Readiness, Government Agency Requirements
OAISYS_Version_7_0_Press_Release_FINAL.pdf 85.50 kB
OAISYS Tracer Earns Customer Interaction Solutions Magazine's 2010 Product of the Year Award
OAISYS_CIS_Magazine_Product_of_the_Year_Press_Release_FINAL.pdf 227.47 kB
OAISYS Call Recording Solution Now Rated “Avaya Compliant”
OAISYS_Avaya_Compliance_Press_Release_FINAL.pdf 134.33 kB
OAISYS Strengthens Enterprise Call Recording Performance With Expanded Scalability and Increased Cost Efficiencies
OAISYS_Version_6 3_Press_Release_FINAL.pdf 76.48 kB
OAISYS Receives Mitel DataNet CommSource Vendor of the Year Award
OAISYS_Mitel_Top_Vendor_2010_MPower_Asia_PR.pdf 72.74 kB
Recruiter Govig Uses OAISYS Tracer to Optimize Performance
OAISYS_Govig_PR_final.pdf 65.76 kB
OAISYS Launches Early Adopter Tracer and Talkument Call Recording Solutions Version 7.2 With Enhanced Call Management and Playback Features
OAISYS_Version_7.2_Early_Adopters.pdf 76.54 kB
OAISYS Names Gary Kevin Dumbrowsky as National Channels Director and Greg Floyd to North American Sales Director
OAISYS_Management_Changes_PR.pdf 69.73 kB
OAISYS Announces Price and Packaging Changes to Call Recording Solution Portfolio
OAISYS_Pricing_Change_final.pdf 70.60 kB
Case Studies
BMI National Enquiry Centre
Industry: Healthcare Contact Center Services
BMI Healthcare is the acute private hospital division of General Healthcare Group (GHG) and is the largest independent private healthcare provider in the UK. It is committed to providing a consistent, high quality service to local communities.
In order to provide patients with the highest quality care and service, BMI maintains a professional contact centre, known as the National Enquiry Centre (NEC). BMI NEC is the effective nucleus for national enquiries and initial contact to BMI’s hospitals across Britain. All non-geographic and website enquiries are directed to the NEC.
Business Challenge
Created in 2006, the NEC initially experienced problems with patient calls to BMI receiving a low degree of priority. Many calls were missed, and service was not standardised across facilities. Given the clerical nature of their duties, staff answering phones were unable to answer medical questions, and patient service suffered. These observations and other drivers led to the creation of BMI NEC. As a result, the facility now has a staff of 60 fully medical trained professionals and includes doctors, nurses, physiotherapists and other personnel to provide callers with excellent, informed medical advice. Utilising 265 DDIs, the NEC takes calls for the General Practitioner Hotline, National Sales, BUPA Hotline and regional enquiries on physiotherapy and health.
Solution
These observations and other drivers led to the creation of BMI NEC. As a result, the facility now has a staff of 60 fully medical trained professionals and includes doctors, nurses, physiotherapists and other personnel to provide callers with excellent, informed medical advice. Utilising 265 DDIs, the NEC takes calls for the General Practitioner Hotline, National Sales, BUPA Hotline and regional enquiries on physiotherapy and health.
Following a move in facilities, the NEC implemented an OAISYS Tracer solution to enhance its service.
- Integrations: OAISYS’ tight integrations with both the Mitel 3300 business communications system and prairieFyre contact centre management tools made Tracer a perfect fit.
- Ease of Use: Tracer’s highly intuitive and easy-to-use interface made the solution an instant success.
“The ability to vet the call length, filter by agent, etc. Looking at account codes and restricting the view to specific teams I can see the longest calls and then listen to them. The management tool is very easy to read. It is presented in a format that is a lot better than (our) previous solution,” said BMI team leader Lorainne Morrison.
Additional benefits for BMI NEC have included:
- Staff Coaching and Training: Management and agents can both review calls to the centre and work together to find both highlights and areas that could be improved.
- Agent Evaluation: The facility plans to incorporate Tracer’s built in evaluation and scoring functionality to more fully gauge how agents perform their duties.
Team leader Austin Dalgarno sums up Tracer’s benefits thusly, “It is a tool that if we did not have it we would be lost.”
About Tracer Tracer is the industry’s leading digital recording solution for contact centers. Tracer utilises patent-pending OAISYS Portable Voice Document (PVD™) technology to capture telephone-based interactions as digital call recordings, or voice documents, that are available to store, organise, playback, annotate and share with others as needed. This core PVD functionality is paired with Tracer’s advanced contact center management features, including employee performance evaluations, the ability to live monitor calls, generate quality and resource utilization reporting and synchronised desktop video recording capabilities. Tracer is compatible with business communication systems from Avaya, Mitel, Toshiba, Shortel, and many other standards-based IP and legacy TDM systems.
BMI_National_Enquiry_Centre_OAISYS_case_study.pdf 1.89 MB
Premium Choice Insurance
OAISYS Customer: Premium Choice Insurance
Industry: Specialist Motor Insurance
Premium Choice is a specialist motor insurance provider located in Birmingham. The company provides insurance coverage at reasonable premiums to individuals who may have trouble obtaining motor insurance in the general market, such as young drivers, drivers with infractions or drivers of modified or high performance vehicles.
The company offers specialist cover at cost effective premiums, having negotiated a series of excellent terms with a panel of leading UK insurance companies. Each proposal is personally checked by Premium Choice's highly skilled and experienced underwriters to ensure it is the cheapest possible quotation for each customer.
Business Challenge
Premium Choice faced a number of business challenges regarding their telephone communications. First, as a financial services company, the UK’s Financial Services Authority (FSA) mandates all its telephone calls be recorded. Unfortunately, their prior recording solution was not totally in synch with new their communications platform, meaning consistency and reliability of recording were of paramount concern.
Other challenges included:
•Part time staff without permanently assigned seats
•Long call times and
•Multiple agents dealing with a single call
Solution
After installing Tracer, Premium Choice began to realise immediate benefits. Key among these were:
•Ease of sharing calls both internally and, as needed, externally
•Accessibility of calls by supervisors without the need to involve IT staff and
•The graphical display showing what agents touched the call at each point, providing easy traffic review and extensive call information at a glance.
“Without doubt the OAISYS Tracer call recording solution has solved the business challenges we were facing,” said Rupert Gladstone, Premium Choice’s Head of Information Technology. “This was achieved by ground level integration with the telephone system, obtaining information and understanding where a call has travelled, together with setting groups and permissions allowing management to track calls and implement training with reporting tools. It is an excellent fit.”
About Tracer
Tracer is the industry’s leading digital recording solution for contact centers. Tracer utilises patent-pending OAISYS Portable Voice Document (PVD™) technology to capture telephone-based interactions as digital call recordings, or voice documents, that are available to store, organise, playback, annotate and share with others as needed. This core PVD functionality is paired with Tracer’s advanced contact center management features, including employee performance evaluations, the ability to live monitor calls, generate quality and resource utilisation reporting and synchronised desktop video recording capabilities. Tracer is compatible with business communication systems from Avaya, Mitel, Toshiba, Shortel, and many other standards-based IP and legacy TDM systems.
Premium_Choice_Case_Study_OAISYS_Ltd.pdf 379.09 kB
Whitepapers
Payment Card Industry Data Security Standards (PCI-DSS) Guide for Contact Center Managers
This white paper, entitled “Payment Card Industry Data Security Standards (PCI-DSS) Guide for Contact Center Managers," provides an overview of PCI policies governing financial transactions using credit and debit cards around the world, how those regulations apply to contact centers, “dos” and “don’ts” involving data storage and management, as well as a range of other issues.
PCI_for_Contact_Center_Managers_White_Paper.pdf 241.89 kB
SIP & Contact Centre Quality Monitoring
This OAISYS white paper:
- provides an overview of SIP trunking and its benefits to contact centres
- exposes the limitations of SIP call recording solutions as provided by other vendors
- highlights how OAISYS recording solutions provide the most advanced SIP trunk connectivity available in the industry today
SIP_Trunking_&_Quality_Management_White_Paper.pdf 924.79 kB
Products
OAISYS Talkument and Tracer
OAISYS Product Portfolio Overview
- Talkument: Talkument utilises patent-pending OAISYS Portable Voice Document (PVD™) technology to create digital media documents from business telephone calls and associated contextual data, which are then centrally stored on a secure network repository. Users have the ability to organise, retrieve, playback, annotate and share these voice documents.
- Tracer: Tracer builds upon Talkument with advanced capabilities for quality assurance, real-time coaching and personnel development. This includes robust live and auto call monitoring with pause, rewind, fast forward and IM functionality, synchronised desktop video recording and live monitoring and employee evaluations and quality reporting for proactively developing personnel and monitoring service.
OAISYS_Solutions_Brochure.pdf 1.99 MB
