Call Center Solutions Featured Article

OAISYS Delivers Advanced Call Recording Functionality to Toshiba's IPedge Phone System



  By Amanda Ciccatelli, Call Center Solutions Web Editor
 


A known provider of business voice documentation and contact center management solutions, OAISYS (News - Alert), has recently introduced enhanced integration of its Talkument and Tracer call recording solutions with Toshiba's (News - Alert) IPedge IP business telephone system from Toshiba America Information Systems Inc.'s Telecommunication Systems Division.


With IPedge, users benefit from the cost efficiencies associated with SIP Trunking while also utilizing targeted, real-time call recording control and streamlined call management. This solution takes advantage of Computer Telephony Integration (CTI) enhancements from Toshiba enabling information exchange between third-party applications and IPedge systems utilizing SIP Trunking services.

"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,” said Brian Spencer (News - Alert), president of OAISYS, in a statement.

As the only call recording vendor that supports this integration with IPedge combined with SIP trunks, OAISYS develops call recording and contact center management solutions for organizations of all sizes. The OAISYS voice documentation and interaction management solutions help companies in a variety of industries attract customers by capturing phone-based interactions for simple retrieval, playback and management.

The OAISYS R&D team, working with Toshiba's product management team, have leveraged these enhancements in order to improve the call data capture capabilities of its call recording solutions. This resolves the inability to acquire call identifiers when recording IP calls over SIP trunks, which is a widespread limitation, as  not all PBX (News - Alert) and call recording vendors have developed effective integration solutions.

"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.

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Edited by Allison Boccamazzo