If you’re like most IT professionals, you’ve noticed that your roster of third-party providers continues to grow.
- PilotHouse Vendor Rating
- Contact Center and Customer Engagement
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- Cost Models and Total Cost of Ownership
- Enterprise Trusted Advisor
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Enterprise Connect 2015 proved a popular venue for contact center and customer engagement announcements.
At the 25th anniversary Enterprise Connect this week in Orlando Microsoft took a bit of a gamble, walking away from the “Lync” name for its unified communications platform that it had adopted just
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.