Westwind Digital Communications

What a great week! The Super Bowl was amazing and good for the city of New Orleans. Not much is more American than Super Bowl Sunday. Here at Westwind Digital we have been putting a lot of time in going over new features that will be out and available for the public to help them be more efficient in their communication efforts. One such feature, although not completely new, is the Oaisys backed Talkument™ voice recording system. This system is ideal for high call traffic volumes and really gives the management personnel a valuable training and service tool. Making sure that customer service reps are providing an excellent level of service is critical in these days of economic uncertainty. The retention of business and revenue depends on your ability to oversee these calls and the Talkument™ and Tracer™ software offer several advantages to help you ensure this. From call monitoring to on the fly supervisory assistance these tools take the guess work out of call center effectiveness.
Talkument™ has a myriad of reporting tools that will help management review call volume, procedure compliance and overall service levels through documented voice recordings of any calls. Management can use this tool to store, organize, playback and share calls with team members for training, evaluation and other administrative purposes. This software works directly with a number of leading telephone systems such as Toshiba, Mitel and Avaya just to name a few. The Talkument™ is intuitively designed to help users quickly locate recordings by conducting searches over a wide range of parameters. This tool is a great investment into your organization and training on the product is extremely user friendly.
Tracer™ is another tool that is becoming more and more popular. It is a desk top agent that adds advanced quality assurance, development and reporting tools that are bundled into one comprehensive system. With Tracer Live Call™ supervisors can monitor a call and give feedback to the agent through instant messages. This tool can really help in managing dissatisfied customers as well be a helpful tool in situational training. From a sales standpoint Tracer gives management the ability to monitor calls and verify up sell opportunities as well as resolve sales related disputes. Both of these tools are designed to assist the business owner, management and team members in the handling of calls and have been successfully installed in everything from doctor’s offices to dispatch centers. Please give one of our sales engineers a call and let us explain in more detail how Westwind Digital, Talkument™ and Tracer™ can help your business in this ultra competitive age we are in.