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Siemens Enterprise Communications Expands OpenScape Contact Center Portfolio with Proactive Customer Interaction Applications Integrated from SER SolutionsBOCA RATON, Fla., June 1 /PRNewswire/ -- Siemens Enterprise Communications Group today announced the addition of two new customer interaction applications to its OpenScape(R) Contact Center Portfolio. OpenScape Contact Center Unity (OSCC Unity) and OpenScape Contact Center Campaign Director (OSCC Campaign Director) applications offer best-in-class capabilities for contact center optimization, outbound predictive dialing, and campaign and list management. Integrated from the former SER Solutions, now part of Siemens, these applications are designed to help organizations to lower operational costs and improve contact center efficiency by making agents more productive, as well as improving customer service. (Logo: http://www.newscom.com/cgi-bin/prnh/20070904/SIEMENSLOGO) In today's economic climate, contact centers need to be proactive in order to build greater customer loyalty while making the most of existing assets, demonstrating they deliver real value. In addition to real-time campaign and list management, OSCC Unity and OSCC Campaign Director include Strategy Designer, a workflow and Interactive Voice Response (IVR) tool designed to give managers the flexibility and visibility they need to quickly build effective contact strategies. "Proactive contact that can integrate with and leverage an inbound contact center's business rules and contact prioritization strategies are becoming increasingly important in the market, both as a way to reduce costs by leveraging agent resources more effectively, and to improve customer service by knowing when and how to reach out to a prospect or client at those critical moments that build customer loyalty," said Drew Kraus, Research Vice President, Gartner. OSCC Unity and OSCC Campaign Director also offer a central administration portal that can be individually tailored to a manager's needs, with features including remote monitoring and integrated call recording. The portal provides real-time cumulative and historical reporting that can be accessed with just a mouse click and changes that are as easy as 'drag and drop'. Not only does this require no intervention from IT, it leaves managers free to focus on agent development and other tasks. Both solutions also allow for multi-site integration for easier call routing between locations and multi-level routing, including skills-based, ownership and team options, to help ensure the right agent handles each call. This can lead to reduced call duration, greater responsiveness and increased customer satisfaction. OpenScape Contact Center Unity OSCC Unity is a stand-alone, all-in-one application uniquely designed for campaign-driven market segments such as collections, healthcare and insurance claims processing, financial institution application processing and loan processing. OSCC Unity helps optimize agent productivity and automate routine tasks in an effort to improve customer satisfaction with features including: -- Outbound predictive dialing -- Inbound with multiple routing options -- IVR (outbound and inbound) offering a self service option -- Integrated digital recording and remote audio and video monitoring OpenScape Contact Center Campaign Director OSCC Campaign Director is available as a standalone outbound application or as an integral part of the strategic inbound contact center. Taking advantage of its open, standards-based architecture, OSCC Campaign Director is designed to integrate into existing environments, leverage existing inbound contact center systems and add outbound predictive dialing, list and campaign management expertise to enhance contact center efficiencies. Features include: -- Preview, progressive and predictive dialing modes -- Skills-based outbound dialing -- Agent-less IVR outbound applications -- Call blending tightly integrated with OSCC Enterprise can help reduce operating costs -- Integrated digital recording and remote audio and video monitoring OSCC Unity and OSCC Campaign Director benefit from the cornerstones of Siemens technology, Open Communications and the OpenPath commitment to future extensibility. Leveraging Open Communications, standards-based foundation, both are designed to easily integrate into existing IT and communications environments, regardless of vendor, as well as offer flexible deployment models. OSCC Unity and OSCC Campaign Director also support OpenPath, which provides a modular approach to adopting unified communications technologies, allowing organizations to adopt them at their own pace. For more information about these products, please visit: http://www.siemens.com/open. About Siemens Enterprise Communications Group (SEN Group) The SEN Group is a premier provider of enterprise communications solutions. More than 14,000 employees in 80 countries carry on the tradition of voice and data excellence started more than 160 years ago with Werner von Siemens and the invention of the pointer telegraph. Today the company leads the market with its "Open Communications" approach that enables teams working within any IT infrastructure to improve productivity through a unified collaboration experience. SEN Group is a joint venture between the private equity firm, The Gores Group, and Siemens AG and incorporates Siemens Enterprise Communications, Enterasys Networks, SER Solutions, Cycos and iSEC. In fiscal 2008, The SEN Group generated revenues of approximately 3.21 billion Euros. Note: Siemens and OpenScape are registered trademarks of Siemens AG or its subsidiaries and affiliates. All other company, brand, product and service names are trademarks or registered trademarks of their respective holders. This release contains forward-looking statements based on beliefs of Siemens 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. Siemens does not intend or assume any obligation to update these forward-looking statements. Photo: http://www.newscom.com/cgi-bin/prnh/20070904/SIEMENSLOGOPRN Photo Desk, [email protected] Siemens Enterprise Communications Group CONTACT: Amy Martin of Siemens Enterprise Communications,+1-408-492-2785, [email protected] Web Site: http://www.siemens.com/open |