Advanced Recording Anywhere, Anytime on Any Device
by Ray Horak, Technology Editor
OAISYS is a leader in business call recording and contact center management solutions. Those in the banking, finance, insurance, healthcare, and collections sectors are well aware of HIPAA, FINRA, Sarbanes-Oxley and the associated compliance burden of call documentation. OAISYS has focused tightly on call recording since 1996 and has developed an impressive array of solutions with features and functionality designed to satisfy specific compliance requirements.
OAISYS Talkument is a voice documentation compliance solution that creates digital media documents from business telephone calls, making them available to organize, retrieve, playback, annotate and share as needed. Talkument offers Portable Voice Document (PVD) recording, the OAISYS term for secure conversation recording, storage and organization, with encrypted file streaming access and sharing via link distribution. Talkument features highly secure information access, digital watermarking and variable data lifecycle management.
OAISYS Tracer is a quality management tool that allows contact center managers to monitor and control agent service quality. Tracer includes a QA feature that supports the evaluation of agent performance using targeted, customized appraisal forms against both completed and in-progress calls. The Tracer eLearning feature allows the manager to assign and verify review of targeted interactions from a library of best practices to agents so as to increase specific skills.
OAISYS offers a full range of deployment options. Integrated on-premises solutions are several. The OAISYS Recording Appliance is a purpose-built, rack-mountable 1U appliance. OAISYS Recording Servers provide built-to-order server options featuring advanced fault tolerance and data protection. Additionally, a software-only solution is available on a per-port, per-application basis. The software is certified VMware Ready and is reliably interoperable within a VMware vSphere environment.
In response to the heightened interest in the cloud these days, OAISYS has more recently developed both pure cloud and hybrid cloud solutions. OAISYS AllWays is a revolutionary approach encompassing the many ways in which its software applications can be deployed and consumed. The cornerstone of this approach is the newly developed OAISYS Gateway to the Cloud, which makes advanced call recording functionality more affordable and accessible to SMB and midmarket customers.
I recently had a long talk with Brian Spencer, president of OAISYS. We recorded much of that conversation using the OAISYS platform and have made the resulting crystal clear recording available at http://www.telecomreseller.com/?p=25005 . According to Spencer, “We have worked hard to ensure that all OAISYS call recording solutions are versatile, affordable and practical. We have leveraged those strengths in the development of OAISYS AllWays, which we now present as the unifying vision for the OAISYS solutions suite. We also now launch OAISYS Gateway to the Cloud. Together, these developments represent significant steps that put OAISYS in a superior position to flexibly and cost-effectively meet the needs of our customers anywhere, at any time and on any device.”
Spencer went on to say that small and mid-sized businesses often do not have the requisite capital and in-house skill sets required to deploy enterprise-class applications. As cloud-based technologies have advanced, SMBs increasingly have turned to cloud-driven solutions to enable more efficient use of scarce resources. Although the pace of adoption has been a bit slower, multisite enterprise class businesses are increasingly finding cloud-based solutions attractive, particularly in support of smaller regional and local offices, mobile workers and those working from home offices. The proliferation of smart phones and tablets in the workplace as a result of the Bring Your Own Device (BYOD) trend is also transforming business IT environments. OAISYS AllWays signifies a pragmatic and all-inclusive approach to delivering a full spectrum of call recording solution deployment options, including on-premises, pure cloud and hybrid cloud, as well as support for user access to applications and data across a range of devices.
The OAISYS Gateway to the Cloud solution enables companies with preexisting investments in on-premises telephony systems to add advanced call recording and interaction management functionality in a hosted cloud environment. An OAISYS Cloud Gateway device on the premises captures voice conversations and associated call data from the customer’s business telephone system. Calls are initially stored locally, then uploaded on a scheduled, recurring basis to the OAISYS cloud-based managed services location. Users can access call records just as if they were stored locally, without concern for administration, security, redundancy or other management issues. The service is provided on a month-by-month, pay-as-you-go basis.
“The OAISYS Gateway to the Cloud solution is an excellent way for businesses to layer on an advanced application set they may have felt was previously unavailable to them, and it’s a great stepping stone for businesses seeking a phased transition to migrate their communications infrastructure to the cloud,” Spencer said. “Many businesses that have invested in premises-based telephony have very targeted compliance requirements or contact center needs that are at odds with their resource limitations, which makes it difficult to justify undertaking the capital, operation and maintenance costs of a dedicated, on-premises call recording system. Now, they are able to take advantage of our expertise and investment in the cloud and gain access to these rich applications.”
In addition to traditional desktop user functionality, the OAISYS Gateway to the Cloud model, as with all of the OAISYS solution deployment options, can work in conjunction with the recently announced OAISYS Mobile Recall application for tablet and mobile device users. “We are committed to offering the rich set of applications and content our products provide through virtually any device, from the traditional PC-based workstation to smart phones and tablets,” said Spencer. “OAISYS AllWays is all about freedom of choice in terms of consumption method and device.”
OAISYS solutions are fully compatible with business communications systems from market leaders such as Avaya, Mitel, ShoreTel and Toshiba, as well as SIP-based communications services such as those offered by Broadsoft. A channel-oriented company, OAISYS has recruited and will continue to enlist a select group of leading channel partners to offer the Gateway to the Cloud solution. At the very end of our long conversation, I asked Spencer some tough questions. He had all the right answers. OAISYS solutions are home grown and organic, meaning that they were designed and developed in-house in the USA. Further, all product support is on-shore, once again meaning in the USA. That is very important to me. I suspect it is to you, as well. For more information, visit www.oaisys.com.