Contact Center Solutions Featured Article

OAISYS Focusing on Customer Interaction Solutions in 2009

December 22, 2008

Brian Spencer of OAISYS recently took time to speak with ContactCenterSolutions about his company’s customer interaction solutions, the state of the market and what is ahead in 2009.

 
OAISYS is a developer of customer interaction solutions for small to medium size businesses and call centers. The company’s solutions help attract and retain customers by digitally capturing customer interactions for simple retrieval, playback and management through intuitive interfaces to fit various users’ needs.
 
What excites you most about our industry?
Personal excellence. Our industry is all about removing layers between people and allowing employees to excel at the job they have been trained to do. If customers, coworkers and suppliers were always able to take their needs directly to the person or team most capable of addressing them using the most appropriate medium just imagine the results. Communications would be a frictionless system and personal excellence could be achieved with perfect clarity.
 
What areas do you wish you could devote more energy/attention/resources?
I would like to drive a change to focus 100 percent on people. I wish our industry could make the deployment of technology so intuitive and simple to manage that business leaders could focus completely on developing their workers and understanding their customers. Instead, too many businesses expect the technology to accomplish that for them and place their focus on it rather than their people. I would like to help make that change.
 
What pain does your company take away for customers?
Eliminating the pain of the unknown is our top priority. Our products and services are all intended to provide business leaders with a means to know for certain what has happened or is happening within their organizations. The old axiom “knowledge is power” is so true because it is the foundation for action. When mediocre or substandard businesses are accused of not listening and thus missing the mark it is because they did not use knowledge as their foundation for action. Whether a business leader wants to create a knowledge base to easily reference when solving problems or to actively incorporate new knowledge into daily operations, our company is there to help them.
 
How did your company get to where it is and where is it headed?
Vision, commitment and character are the defining qualities that brought our company to where it is today. Our founders had the vision to see a world where communications systems were defined more by the applications used to solve specific business challenges than by the back-office gear used to connect telephones. They believed in it enough to bootstrap the company and make it happen. Twelve years into our existence, we still attempt to daily abide by a core value to treat others as you would want to be treated. In other words, give the customer what you said you would, take responsibility for your mistakes and respect the individual.
 
What does your dream mobile device look like?
I’m not your typical mobile device user. I prefer to give my full attention to the people I am with, not a piece of hardware. That being said, a simple and fast mobile device that responded to my five most common needs immediately would be great. It should be able to know me and my communication style well enough to respond to those needs almost before I can think about them.
 
If you were forced to head Nokia, Google, Yahoo, Microsoft, GM, Cisco, Nortel or the US… Which would you pick and why?
This is sort of a trap question because any answer will likely trivialize the challenges of running that company. Certainly, none of them can possibly be easy to run. I think I would take the most satisfaction from leading Nortel if I could demonstrate the right vision and character to turn it around. The combination of assets Nortel owns is a powerful platform on which to drive business transformation, but somehow it has gotten in its own way over the past decade.
 
Poof – you become President Obama’s top advisor on tech. What should he do to foster more technology use in the US and abroad?
I would do what every member of President-Elect Obama’s team should do: put all of my attention into solving the macro level challenges facing our world today. Technology is an enabler that compresses the time and resources required to accomplish larger tasks. It must be applied with vigor and urgency to finding renewable energy sources, driving results of disease research, dramatically improving healthcare organization structure and process and facilitating transcendent relationships with different peoples and cultures. If specific results can be envisioned, then the technology will be wisely deployed and used to pursue those results.
 
How has open-source changed our space and what more can it do for us?
Open source has set a benchmark for price, functionality and owner control that did not previously exist. It is now possible to economically compare a commercial system with an open source system and determine which truly is more efficient on a buyer-by-buyer basis. Manufacturers can no longer stall providing the features users desire because open source will allow any reasonably sized community to create the features they need. The days of proprietary-only solutions are gone. Any business really wanting to customize a solution has a viable option now.
 
When does Microsoft become a major force in communications?
They are today when you account for email and the fact that virtually all business UC apps run on Windows. Specifically related to Office Communications Server as a voice platform, I would project 2010.
 
Apple? RIM, Nokia?
RIM in the business space.
 
What surprised you most about 2008?
I am always surprised at the hyperbole that surrounds a current event as opposed to our perception of historical events.

Is the green movement dead now that oil is plummeting in cost?
It is sad that this question even needs to be posed. Recent history leads one to believe that this is likely to be the case. We have had the capacity for green technologies for years, yetthey sit on the shelf because they cost more to produce and purchase than comparable products dependent on scarce energy sources. But, I think this may be a different outcome because of the massive attention brought to the issue recently and the related security concerns.
 
How does IP communications help in a recession?
A business’s inherent cost barrier to customer-facing operations is naturally lower using IP communications. A shared and ubiquitous network, including voice, video and data, allows workers to be anywhere and communicate with anyone in such a way that immediately lowers facilities costs, travel costs, and personnel costs. IP communications also allows business to be more productive and reach more customers in any given day, which should lead to more resilient sales during a down period.
 
You are speaking at ITEXPO which takes place Feb 2-4 2009 in Miami. Why do people need to hear what you say, live and in person?
Most businesses are forced to make investments for singular purposes. Today, there are technologies available that satisfy some minimum business requirements while also enabling vast business improvements that would not otherwise receive any consideration. Businesses should be looking to take advantage of these multipurpose investments to maximize returns on each dollar invested. Voice documentation is a prime example of such a technology, and I will be sharing the basic purposes it serves and how to extract maximum benefit from each so businesses gain the largest possible returns.
 
Make some wild predictions about 2009/10.
Carrot Top will experience a career resurgence as an action film star, taking over Chris Tucker’s role in “Rush Hour 4: Red Light”
It will be discovered that Elvis is actually alive. He will engage in a highly successful North American concert tour with Kid Rock and record an album with Kanye West. The Arizona Cardinals will make it to the Super Bowl—and win.
 

Rich Tehrani is President and Group Editor-in-Chief of TMC. In addition, he is the Chairman of the world�s best-attended communications conference, INTERNET TELEPHONY Conference & EXPO (ITEXPO). He is also the author of his own communications and technology blog.

Edited by Tim Gray



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