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Adobe AcrobatAAA East Tennessee Case Study

Customer Success Story

AAA East TennesseeAAA East Tennessee

Industry: Insurance, Emergency Road Service & Travel Booking
AAA East Tennessee is the east Tennessee regional club for AAA, the national leader in member roadside assistance. In addition to roadside assistance for motorists, they also offer insurance and travel booking services.

Business Challenge
The club needed a better way to train staff, particularly phone agents, evaluate performance and resolve disputes. The Tracer call recording solution from OAISYS was an obvious fit for all those needs.

Solution
Features that have proven particularly useful for AAA East Tennessee include:

  • Agent Evaluation: Tracer's built-in agent evaluation tool lets supervisors create customized scoring for calls as part of agents' performance evaluation..
  • Integrated Coaching: Agents, particularly new hires, can request assistance from experienced team members while on a call.

"The coaching client lets us stay connected to (new agents) in real time, and we can jump in and coach them through key points that they need to mention," said Director of Automotive Services and Information Technology Craig Horsley.

Additional benefits for the company have included:

  • Dispute Resolution: AAA East Tennessee no longer has to get involved in he said/she said disagreements with members who dispute reservations or other services through the club.
  • Ease of Configuration and Administration: Upgrading Tracer to the latest version and on a new IP telephony communication system was the simplest part of the club's recent upgrade process, according to Horsley.

Regarding the value of Tracer Horsley explained, "This has been a great product for us. When we look back over the years, we've spent money on a lot of things, but this is one that has paid for itself a million times over.

About Tracer
Tracer is the industry's leading digital recording solution for contact centers. Tracer utilizes 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, 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.