OAISYS Talks Multichannel Session Recording

By Paula Bernier, Executive Editor, TMC  |  May 22, 2012

This article originally appeared in the May 2012 issue of Customer Interaction Solutions magazine.

Whether it’s to improve customer service, employee performance or simply to have a record on file for posterity, call recording is getting a lot of uptake these days. One of the key players in the call recording space is OAISYS, and the company’s president, Brian Spencer (News - Alert), recently spoke with Customer Interaction Solutions magazine about his organization, its products, and trends and developments in the multichannel session recording space.

OAISYS voice documentation and interaction management solutions are used to digitally capture, retrieve and play phone-based interactions. OAISYS Tracer and Talkument solutions are compatible with leading PBX and phone solutions from Avaya (News - Alert), Mitel, ShoreTel, Toshiba and other solutions providers.

Spencer said OAISYS was formed more than 15 years ago by a small group of software writers who were passionate about computer telephony integration’s ability to unlock new functionality for small and medium businesses. The company, which was bootstrapped and has been profitable since its inception, sold off its CTI (News - Alert) and IVR business in May of 2007. Today it’s focused on recording and value-added applications that sit on top of basic call recording functionality.

Selling exclusively through channel and OEM partners, OAISYS solutions small and medium businesses, and the small end of the mid market, Spencer said. That includes automotive dealerships, financial services, health care, and many other types of businesses.

The company’s special sauce, said Spencer, is its tight integration to its partners’ product suites. The OAISYS solutions integrate with all of its partners’ applications, he added. For partner Toshiba (News - Alert), he said, OAISYS is the only recording vendor it distributes that it also certifies in its lab.

OAISYS also is a very practical organization, he said. It understands the unique needs and challenges of customers with smaller call centers or smaller recording needs. That said, it doesn’t have every bell and whistle, but it does deliver the features that are important, and at an affordable price, he explained.

The company today offers its solution via a software license, but earlier this year it was in a pilot test with a SaaS (News - Alert) model, which Spencer at the time expected to go live in mid 2012.

Edited by Stefania Viscusi