Contact Center Solutions Featured Article

Unify Enhances OpenScape Contact Center Suite

January 07, 2014

Unify, formerly known as Siemens (News - Alert) Enterprise Communications, has unveiled various new features and improvements to the OpenScape Contact Center Suite. Apart from providing improved support for major mobile and social media platforms, these enhancements also help in achieving better analytics. These enhancements have been designed through a new partnership with Softcom.

Considering the mammoth usage of OpenScape Contact Center Suite, these improvements are important. More than 12 billion users interact on this suite every year and every year, Unify facilitates new, more comfortable ways of working with its OpenScape Contact Center Suite. With this suite, Unify also claims to provide means to have a world class contact center.

Along with the above mentioned ability, companies will also have additional benefits such as heightened productivity and workforce optimization. On a whole, the company believes that this improved solution brings to the table much more than what was previously available. Mobile Agent and Mobile Supervisor applications for the OpenScape Contact Center Suite are the new features available with this suite.

“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 (News - Alert) 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 also provides OpenScape Contact Center Campaign Director which assists contact center agents in creating a better customer loyalty. According to Unify OpenScape Contact Center Campaign Director helps companies reduce labor costs, but at the expense of customer service.

In July 2013, the company announced that its OpenScape Contact Center manages all the emergency and non-emergency calls for the South Wales Police.




Edited by Cassandra Tucker

Article comments powered by Disqus

Related Contact Center Solutions Articles

CorvisaCloud: Listen to your Customers, Address Needs

A CorvisaCloud second annual customer service survey reported an improvement in customer service since 2013; while that is indeed good news, the bad news is that even though businesses profess that 'the customer is king', they don't seem to be doing enough to really wow them. [ Read More ]
10/01/2014

Sound Telecom Points out the Benefits of Multilingual Answering Service

One of the consequences of globalization is the homogenization of the world, which is responsible for companies delivering the same service in locations as diverse as South Africa and New Zealand. Another is accessibility to talent, so companies in Silicon Valley can hire engineers and computer scientists from India and elsewhere. This has resulted in the influx of foreigners in the vast majority of metropolitan cities around the world giving rise to multilingual communities. [ Read More ]
09/29/2014

Contact Center Solutions Week in Review: Capgemini on Shopper Journeys and Role of Social Media

A good way to characterize this week in the Contact Center Solutions Community is that there was a lot of sage advice to be gleaned. We also saw a projection as to how significant the cloud would be on contact center transformations and the fact that even Apple had its contact center a bit over-whelmed thanks to demand for the new iPhone 6s. [ Read More ]
09/27/2014

Contact Solutions Presents My:Time Customer Service Portal

Customers are not only demanding from their businesses that their brands offer multi-channel customer support experiences, they are also demanding that those experiences be fluid, and any deviation, anything the breaks up that user experience into unwanted pieces, can tarnish brands in their customers' minds. [ Read More ]
09/26/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!