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Siemens announces new OpenScape contact sentre suite


Siemens Enterprise Communications has introduced the OpenScape Contact Centre, a comprehensive voice, unified communications and customer interaction software solution designed to work with virtually any existing telephony environment.

Graham McLeod, contact centre focus group manager of Siemens Enterprise Communications, says the solution is based on Siemens’ innovative new unified communications software foundation, OpenScape Unified Communications (UC) Server, which removes the artificial legacy barriers between today’s traditionally separate voice, video and unified communications systems to enable a comprehensive suite of UC applications.
“The OpenScape Contact Centre offering builds on the presence-enabled HiPath ProCentre Enterprise contact centre application to provide a platform to enhance customer interactions across multiple segments of an enterprise, on virtually any existing communication or network infrastructure,” McLeod says.
Coupled with the OpenScape Voice Application, this robust solution supports environments of up to 7,500 active agents and includes optional voice and contact centre server redundancy with automated fail-over to help ensure availability of mission-critical customer interaction systems.
Leveraging the OpenScape UC Server foundation, it can provide agents with an aggregated, unified desktop client view of all contact centre personnel and enterprise users’ presence and availability. This enables agents to specifically address urgent, complex, or sensitive customer interactions requiring escalation beyond the contact centre and drives up first contact resolution by tapping the knowledge and expertise across the enterprise in real time.
The OpenScape Contact Centre also addresses the traditional limitations of the hardware intensive site-based contact centre by migrating to SIP and providing the new OpenScape UC Application, Personal Edition, soft phone and productivity desktop for each agent.
This SIP-based contact centre virtualisation capability makes every agent a UC user, while enabling agents to work in any location equipped with just headsets and minimally configured desktops. This easy, software-based expansion of ‘on-demand’ agents offers enterprises dramatic opportunities to leverage their distributed resources across multiple sites, branch offices, remote or home-based locations with secure IP network access.
In addition, Siemens announced the new IP-based Voice Portal application, which complements the OpenScape UC Server and adds to the company’s already robust offering by delivering a comprehensive, natural speech enabled self-service solution.
The open standards-based Voice Portal solution can help enhance the experience of customers calling in to a contact centre by providing enhanced self-service options as well as seamless integration with the contact centre routing engine and virtual agents. It can help improve the opportunity to resolve issues on the first call while optimising the use of agents and technology.
“The OpenScape Contact Centre solution is further evidence of Siemens’ ongoing transformation into a software-oriented company and is an important piece of the OpenScape UC Server platform,” McLeod says. “This solution rounds out Siemens’ suite of UC applications by delivering a comprehensive, robust offering that demonstrates the value of Open Communications in customer interactions.”