OAISYS Tracer Maximizes Contact Center Management at AllPoints Food Service Parts


Share on LinkedIn

OAISYS Tracer Call Recording Solution Maximizes Contact Center Management
and Performance at AllPoints Food Service Parts & Supplies

TEMPE, Ariz., February 10, 2010 – AllPoints Food Service Parts & Supplies
relies on OAISYS R, a leader in small-
to medium-sized business (SMB) and enterprise-class call recording and
contact center management solutions, and its Tracer
solution to maximize the management and
performance of its call center.

“With the OAISYS Tracer solution, our call center managers can monitor
calls live while they are in progress, and they can automatically hear calls
based on dynamic business conditions such as the length of the call or
tagging by the agent. Using Tracer has significantly impacted our ability
to provide superior customer service and has improved agent training and
overall call center productivity,” said Phil Wisehart, director of client
services for AllPoints.

For more than 25 years, AllPoints Food Service Parts & Supplies has provided
parts and support to service companies, equipment dealers and others engaged
in repairing and reselling commercial kitchen equipment. Wisehart has 20
years of experience managing call centers and has used call recording and
monitoring solutions from a variety of vendors.

In choosing a call recording solution for AllPoints, Wisehart specified a
system that could support a high-volume load of 3,000 to 4,000 calls per
day; live and auto monitoring capabilities to improve agent performance; and
customizable evaluations that could contain an unlimited number of
questions. All of these capabilities are delivered in the OAISYS Tracer

Authorized OAISYS Reseller Advanced Telecommunications of Illinois (ATI)
recommended the Tracer product.

Today, AllPoints relies on many key features of the Tracer solution,

* Tracer Live Call Monitor: Allows AllPoints call center managers to
monitor calls live while they are in progress;
* Tracer Auto Call Monitor: Call center management can automatically
hear calls based on dynamic business conditions, such as call length or
tagging of call by the agent; and
* Tracer Quality Control Module: Enables an evaluator to review a call
live or after it has ended and rate it by grading an unlimited number of

“Tracer is the easiest call recording and monitoring product I’ve ever used.
I can figure out how to do everything just by looking at the screen; it’s
that intuitive,” Wisehart said.

Additional benefits of the Tracer solution for AllPoints include:

* Auto monitoring streamlines management of all calls, including those
associated with the client base of absorbed companies;
* Call visualization functionality provides a graphic representation
of the call throughout the stages of its handling, which has enabled
identification and resolution of call routing issues;
* Evaluation questions help the call center to constantly improve its
customer service and gauge customers’ view of the quality of its call center
* Sharing of exemplary call center calls to all agents to point out
outstanding customer service and highlight the performance of the particular
agent; and
* Review of problem calls to help improve agent skills and overall
customer service.

About Tracer:
Tracer is the industry’s leading digital recording solution for contact
centers. Tracer utilizes patent-pending OAISYS Portable Voice Document
(PVDT) technology to capture telephone-based interactions as digital call
recordings, or voice documents, that are available to store, organize,
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
synchronized desktop video recording capabilities. Tracer is compatible with
business communication systems from Avaya, Mitel, Toshiba, ShoreTel, and
many other standards-based IP and legacy TDM systems.


OAISYSR (www.oaisys.com ) 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, including Avaya, Mitel, ShoreTel and
Toshiba, OAISYS Tracer and Talkument
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.


News Editor
CustomerThink offers a free news posting service for press releases relevant to our community. To submit your press release to our news editor, send an email to [email protected] with the press release headline and main content in the email subject line and body, respectively. That's it! Approved press releases will appear in our news category within one business day of submission.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here