TEMPE, AZ -- (Marketwire) -- 09/12/12 -- OAISYS®, a leader in business voice documentation and contact center management solutions, today announced the enhanced integration of its Talkument® and Tracer call recording solutions with Toshiba's IPedge® IP business telephone system from Toshiba America Information Systems Inc.'s Telecommunication Systems Division. IPedge users can now benefit from the cost efficiencies associated with SIP trunking while also enjoying targeted, real-time call recording control and streamlined call retrieval and management.
The combined solution takes advantage of Computer Telephony Integration (CTI) enhancements from Toshiba that enable expanded information exchange between third-party applications and IPedge systems utilizing SIP trunking services. The OAISYS R&D team, working in close collaboration with Toshiba's product management team, leveraged these enhancements to improve the call data capture capabilities of its recording solutions when deployed in these configurations. This resolves the inability to acquire essential call identifiers when recording IP calls over SIP trunks, which is a widespread limitation, as many PBX and call recording vendors have yet to develop viable integration solutions.
Via the integration, OAISYS software is now aware of call details including agent ID, extension, dialed number, incoming caller ID, call direction and duration. This information can be used to tag and identify specific calls, trigger call recording, control access rights and narrow search criteria. OAISYS is presently the only call recording vendor known to support this integration with IPedge when combined with SIP trunks.
"As a long-time Toshiba partner, we value the collaborative relationship we have developed and our shared abilities to optimize solution functionality and affordability for our mutual customers," said Brian Spencer, president of OAISYS. "By Toshiba enhancing the level of call data relayed by the IPedge platform when utilizing SIP trunks, and OAISYS in turn modifying its software to capitalize on those changes, we are exceptionally well-equipped to deliver the unique combination of advanced call recording functionality and resource efficiency businesses require."
"IPedge, when combined with OAISYS' Tracer or Talkument call recording solution, provides a powerful and cost-effective communications solution for the contact center. We applaud OAISYS for having the vision to expand the capabilities of its solutions to deliver greater benefits to our mutual dealers and customers," said Mark Carpenter, vice president of technology and product management, Toshiba America Information Systems Inc., Telecommunication Systems Division.
OAISYS® (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, as well as SIP-based communications services, 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.
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888-496-9040, ext. 1027
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