My latest posting on NoJitter is now available:
- PilotHouse Vendor Rating
- Contact Center and Customer Engagement
- Cloud and Data Center
- Cost Models and Total Cost of Ownership
- Enterprise Trusted Advisor
- IT Innovation, Transformation, and Enterprise Technology
- Mobile and Network Services
- Security, Risk Management, and Compliance Research Initiatives
- Unified Communications and Collaboration
At last week’s Enghouse Interactive Analyst Event, I had a chance to get up close and personal with some of their contact center products.
Incoming CISOs like to joke that the first item they’re issued when they begin the new job is a T-shirt with a target on it.
Mitel Takes Another Step Towards a Fully Unified Platform by Acquiring OAISYS
As I discussed in my recent report: “Key Trends: Contact Centers of the Future,” contact center vendors are moving away from selling standalone contact center components. Instead, they are building unified contact center platforms that fully integrate previously separate components, such as ACD, IVR, call recording, and workforce management. Mitel’s recent news about acquiring its contact center call recording partner, OAISYS, falls perfectly in line with this ongoing trend. This acquisition will enable Mitel to fully integrate call recording, one of the most popular contact center applications, into its contact center platform. OAISYS also has partnerships with Mitel competitors, and those will probably go away. As a result, other call recording companies like NICE will benefit.
As contact center platforms become more unified, agents and supervisors can expect a more seamless and simplified experience for both themselves and their customers. Integrated/bundled options may also provide cost savings, as we will soon be discussing in our upcoming Nemertes Contact Center Total Cost of Ownership report. Contact center buyers should evaluate individual applications like call recording that they are currently using and consider how the standalone versions compare to more fully integrated options both in performance and cost.