Unify Enhances OpenScape Contact Center Suite
New analytics and mobility offerings increase support for anywhere workers and
the new way to work
MUNICH and RESTON, Va., Jan. 7, 2014
MUNICH and RESTON, Va., Jan. 7, 2014 /PRNewswire/ -- Building on its strong
history of delivering superior contact center solutions, Unify, formerly known
as Siemens Enterprise Communications, today announced a number of new features
and enhancements to the OpenScape Contact Center Suite, delivering improved
efficiency and flexibility through expanded support for major mobile devices,
tighter social media integration and improved analytics.
With over 12 billion customer interactions per year currently handled using
OpenScape Contact Center Suite, these new features allow Unify to continue its
mission to enable the new way to work, providing contact center agents,
supervisors and managers with all of the elements required for a world-class
contact center. Additionally, key new and enhanced partnerships driving
improved productivity and workforce optimization improve contact center
efficiency and agility.
Delivering on its promise to enable the new way to work and responding to the
BYOD trend, Unify now offers Mobile Agent and Mobile Supervisor applications
for the OpenScape Contact Center Suite, enabling full access to contact center
tools via iPhones, iPads, Android smartphones and tablets. This provides
anywhere workers increased flexibility and improves responsiveness to
New to the OpenScape Contact Center Suite is an Analytics package through a
new partnership with Softcom, a global leader in business intelligence
software for contact centers. By incorporating Softcom's InsideEdge line of
analytics solutions into Unify's OpenScape Contact Center Suite, contact
center managers will be able to monitor agent and campaign stats in real-time,
uncover weaknesses, and streamline training to maximize agent productivity and
Other enhancements to existing OpenScape Contact Center Suite offerings
oSocial Media solution can now route Facebook posts to agents, improving
oCampaign Director is now a pure SIP, software-only solution that
dramatically reduces TCO
oImproved Workforce Optimization through strengthened partnerships with
Verint and ASC, helping drive further efficiencies and effectiveness for
contact center users
oAgentDesktop-Web client allows agents to work from anywhere on any device
without installing any software on their PCs
"Today's contact center requires a complete arsenal of tools to provide
greater responsiveness to customers and to effectively manage internal
processes," said Nancy Jamison, Principal Analyst, Customer Contact at Frost &
Sullivan."Unify's OpenScape Contact Center Suite provides a robust tool set
for omni-channel customer engagement, with proactive outbound, social and
mobile — for agents, supervisors and managers."
The new OpenScape Contact Center Suite is available now directly and through
Unify's global partner channel.
Executive and Customer Comments:
"Simplex originally picked OpenScape Contact Center Campaign Director based on
its ability to be customized to our exact needs, and based on the cost savings
vs. its competitors," said Matthew Hicks, Senior Telephony Engineer of Simplex
Healthcare, the third largest provider of mail order diabetic testing supplies
in the United States."The move to a 100 percent SIP platform was a welcome
enhancement, since it allowed us to get rid of expensive PRI trunks and use
SIP services that greatly reduced the cost of calling our clients."
"The major benefit of Unify's AgentDesktop-Web solution is the Webstart
architecture which doesn't require an installation on every agent's desktop,"
said Stefan Fian, System Engineer for Customer Service Applications for
Infineon Technologies, a semiconductor and system solution manufacturer for
the automotive, industrial electronics, chip card, and security industries.
"This is very important for Infineon as our Service Desk workplaces are
constantly changing and having to update each agent desktop would be a large
effort, not only for the initial installation, but also for updates."
"The enhancements announced today provide contact center managers the
intelligence and insight they need to improve the efficiency and
effectiveness of their operations, while providing agents and supervisors the
gift of using their favorite Apple and Android devices on the job," said Alex
Pierson, Senior Vice President and head of Applications at Unify. "We are
committed to evolving our OpenScape Contact Center portfolio to take full
advantage of the new way to work and helping our customers make the most of
their contact center solution."
Unify — formerly known as Siemens Enterprise Communications — is a premier
communications software and services firm. Our solutions unify multiple
networks, devices and applications into one easy-to-use platform that allows
teams to engage in rich and meaningful conversations. The result is a
transformation of how the enterprise communicates and collaborates that
amplifies collective effort, energizes the business, and enhances business
performance. Born out of the engineering DNA of Siemens AG, Unify builds on
this heritage of product reliability, innovation, open standards and security
to provide integrated communications solutions for approximately 75% of the
Global 500. Unify is a joint venture of The Gores Group and Siemens AG.
This release contains forward-looking statements based on beliefs of Unify's
management. The words "anticipate," "believe," "estimate," "forecast,"
"expect," "intend," "plan," "should," and "project" are used to identify
forward-looking statements. Such statements reflect the company's current
views with respect to future events and are subject to risks and
uncertainties. Many factors could cause the actual results to be materially
different, including, among others, changes in general economic and business
conditions, changes in currency exchange rates and interest rates,
introduction of competing products, lack of acceptance of new products or
services and changes in business strategy. Actual results may vary materially
from those projected here. Unify does not intend or assume any obligation to
update these forward-looking statements.
Contact: Amy Martin, Head of Global Public Relations, firstname.lastname@example.org, +1
408 492 2785
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