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Adobe AcrobatQualChoice Case Study

Customer Success Story

QualChoice of Arkansas, Inc.QualChoice

Industry: Health and Allied Services
QualChoice of Arkansas, Inc., is a non-profit health services company that offers a variety of managed care products and benefit administration services to its members.

Business Challenge
When the time came to modernize its communication systems QualChoice needed to scrap its outdated record-on-demand call recording implementation with a state-of-the-art solution that was easy to administer, had an intuitive interface and would be readily adopted by the user base. After comparing available options head-to-head, IT Infrastructure Manager Jack Englert saw Tracer as the obvious choice.

Solution
Among the benefits QualChoice has realized are:

  • Cradle-to-Grave Recording: Tracer captures all calls in their entirety regardless of when the recording was initiated, ensuring the entire conversation, rather than merely a portion, is saved.
  • HIPAA Compliance: Built on Microsoft's .NET framework, Tracer fits into QualChoice's existing Health Insurance Portability and Accountability Act security and data framework. Recording files are saved in a proprietary format and replayed on an encrypted data stream, improving security even more.
  • Sharing: With Tracer, users can share calls or call segments with other approved users via a secure, encrypted email link, promoting collaboration and information sharing as needed. In addition, files can be exported to a variety of formats for ease of collaboration.
  • Evaluation and Reporting: Tracer's easy to use customizable scorecards and evaluation capabilities have become an essential part of rating agent performance and improving efficiency and accuracy.

“We can now make changes in the scorecards on-the-fly," Englert said. "They’re able to review those whenever they would like to. Auditing of and reporting on calls is no longer an arduous process.”

Additional benefits for the company have included:

  • IT Workload Reduction: QualChoice IT staff has experienced an 80 percent reduction in the amount of time spent administering its recording solution.
  • Customer Service Improvement: Contact center managers can now piece together a caller's entire contact experience with the company, ensuring a complete picture of their interactions.
  • Dispute Resolution: Having a complete record of what was said and by whom, QualChoice now has the means to eliminate "he said/she said" disputes quickly and authoritatively.

When asked how the solution has performed for QualChoice, Englert was enthusiastic. "OAISYS Tracer has been phenomenal since its launch date. User adoption is obviously a key component of that. In IT, we want to drive the functionality and the features out to the call center managers and let them really manage their environment, and Tracer has allowed us to do that. They're able to manage their needs in the call center, and it's really helped raise the level of feedback we obtain from not only our users, but also the scorecards and evaluations."

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, play back, 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.