By Laura Waterton
But even in the interests of our own marketing (as a Microsoft Partner), we’d be hasty to proclaim Teams - or any other UCaaS for that matter - as an inevitable digital leap or the single communications option on the table. Migration often takes time and the end solution needs to be right for you.
Many SMBs have bought into Teams to support homeworking but continue, at least formally, to use their legacy phone system to route external calls. Often their recording system is set up for the latter, so they’re hesitant to make the full transition to Teams, at least not yet. In reality, their workers' ad hoc use of Teams may be driving the switch faster than their IT departments do and these businesses need to be wise to recording everything they ought to across all platforms.
For larger, more complex organizations, migration from one system to another tends to be a lengthier process and the outcome often a hybrid solution anyway. They may use Teams for internal comms with traditional telephony still playing a role, or in some departments, but not others. Contact centers, for example, need to be able to route calls to agents and usually want reporting capabilities not available in Teams to manage agent and call activity.
And then there are businesses who, for reasons of security, want to retain telephony and recording on premise to reduce the risk of a data breach.
Oak Innovation has been helping organizations capture and report on communications for more than 30 years, and we use that expertise to build flexibility into our solutions.
Clarify integrates with traditional PBXs like Avaya IP Office or Mitel MiVoice Business, hosted systems like Gamma Horizon, and now Microsoft Teams (for video, chat and screen-sharing as well as calls).
So whatever your set-up, single or hybrid, you can capture all the conversations you need to within a single database that’s easy to access via a web portal.
Clarify fully supports regulatory compliance standards and includes training and analysis tools to improve performance.
For more information, or to discuss your telephony infrastructure and recording needs, give us a call on or email our experienced team at firstname.lastname@example.org.