Mitel Acquires OAISYS for Contact Center Smarts

Business communications vendor Mitel (MITL) has snapped up OAISYS to help the company expand its reach into the enterprise contact center space throughout the channel.

OAISYS, which focuses on providing its customers with contact center call recording and quality management solutions, will become an immediate part of Mitel’s operation, according to the press release. Mitel said it acquired the company as a means of improving its level of expertise on leveraging customer service and retention as a tool for company and revenue growth.

“Contact centers have become the front line for businesses looking to harness customer insight and intelligence to deliver competitive advantage and drive growth, and the acquisition of OAISYS is a logical next step in Mitel’s strategy and solution to address that market demand,” said Richard McBee, president and CEO of Mitel in a statement. “With OAISYS, Mitel partners and customers will have the critical capabilities they need to unlock, extract and leverage business data.”

Since OAISYS is already a member of the Mitel Solutions Alliance, Mitel expects it will be easy to integrate OAISYS’ portfolio into the MiContact Center platform. The OAISYS portfolio will be introduced into the company’s other sales platforms at an undisclosed time, according to the company.

“Full integration into the multi-platform contact center portfolio of a major multi-national vendor like Mitel opens the doors for us to take our products to new platforms, new partners and new markets,” said Brian Spencer, CEO of OAISYS. As part of the acquisition, Spencer will take on the role of director of Business Development for Mitel Contact Centers, where he will report to Mitel’s VP and General Manager of Contact Centers Chris Courneya.

Terms of the acquisition were not announced. This is the latest in a string of buys for Mitel, including its purchase of contact center prairieFyre last summer and a merger with Aastra Technologies in early 2013.