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Unify Helps Businesses Improve Customer Engagement with New OpenScape Contact Center
MUNICH and BOCA RATON, Fla., Jan. 26, 2016 /PRNewswire/ -- Unify, the Atos brand for communications software and services, today announced the new OpenScape Contact Center v9, designed to help businesses improve customer engagement to compete in today's on-demand economy. With new features that empower contact center agents to respond quickly and effectively to customer needs, OpenScape Contact Center supports businesses with a customer-first strategy to improve customer retention and loyalty. "Successful businesses recognize that customer engagement and superior customer service are critical differentiators in today's competitive environment," said Peter Kuerpick, Executive Vice President, Product House, for Unify. "More than ever, consumers expect to control and influence how and when their needs are met. OpenScape Contact Center was designed and enhanced to make it easy for businesses to intelligently manage customer engagement across the enterprise for greater user and customer satisfaction." Key new features in OpenScape Contact Center are designed to empower agents to deliver superior customer service. OpenScape Contact Center features a new user interface, modeled on Unify's groundbreaking Circuit platform, for joy of use and simpler deployment. It also supports a 360 degree customer view, providing a complete contextual history of all details and contact with a customer, regardless of media channel, to ensure a streamlined and personalized customer experience. Additionally, the solution provides embedded presence and collaboration tools so agents can easily connect with colleagues and managers to speed contact resolution. OpenScape Contact Center delivers all the tools needed to effectively manage a contact center, including a patented workflow-style routing designer, lexible real-time and historical reporting capabilities, Life-of-Call Analytics capability that provides actionable intelligence, a mobile supervisor application to ensure connectivity on the go and a mature SDK and APIs for ecosystem integration. OpenScape Contact Center provides a robust, all-in-one portfolio of applications and services including integration with key business processes, social media integration and mobility capabilities to support user flexibility. It supports on-premise, cloud and hybrid deployment models, so businesses can select the model that best fits their needs. "Contact Centers are focusing on both customer experience as well as agent experience. Unify's new OpenScape Contact Center v9 provides enhanced capabilities such as a 360 degree agent view of the customer, enabling agents to better serve customers," said Blair Pleasant, President and Principal Analyst, COMMfusion LLC. "Its workflow-style routing and call history analytics give organizations the actionable intelligence needed for real-time problem solving that employs the resources ideally suited to the task." OpenScape Contact Center v9 will be available in February from Unify and its global network of partners. About Unify About Atos Atos is focused on business technology that powers progress and helps organizations to create their firm of the future. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and is listed on the Euronext Paris market. Atos operates under the brands Atos, Atos Consulting, Atos Worldgrid, Bull, Canopy, Unify and Worldline. Note: All trademarks mentioned herein are property of their respective owners. Logo - http://photos.prnewswire.com/prnh/20131015/NY97454LOGO
To view the original version on PR Newswire, visit:http://www.prnewswire.com/news-releases/unify-helps-businesses-improve-customer-engagement-with-new-openscape-contact-center-300209483.html SOURCE Unify |