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

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