Siemens Launches Contact Centre Solutions in the Cloud

Building on the introduction of its OpenScape Cloud Solutions earlier this year, Siemens Enterprise Communications has introduced OpenScape Cloud Contact Center, an, all-in-one enterprise grade offering that provides customers with advanced contact centre capabilities without the cost and complexity of premise-based solutions from multiple providers.

With this offering, Siemens Enterprise Communications says it is the only vendor to deliver a comprehensive and secure cloud unified communications (UC) solution including voice, mobility, messaging, presence, conferencing, collaboration, video and now contact centre.

OpenScape Cloud Contact Center is based on the solution from inContact, the provider of on-demand contact centre software and contact centre agent optimisation tools. Under a global distribution agreement, Siemens Enterprise Communications will resell the inContact cloud contact centre portfolio as OpenScape Cloud Contact Center.

In addition, an affiliate of Siemens Enterprise Communications will make an equity investment in inContact to fund the acceleration of development and go to market initiatives. Siemens Enterprise Communications CEO Hamid Akhavan will also take a position on the inContact Board of Directors. RBC Capital Markets acted as financial advisor and Wilson Sonsini Goodrich and Rosati acted as legal advisor to Siemens Enterprise Communications in the transaction.

“With the recent introduction of OpenScape Cloud Solutions, Siemens Enterprise Communications advanced our broad vision of communications innovation via the cloud, and this partnership adds an immediate solution for the rapidly growing cloud contact centre market,” said Chris Hummel, Chief Marketing Officer and President, North America, for Siemens Enterprise Communications. “We looked at many cloud contact centre options, and inContact delivers the most robust, feature-rich solution to complement our existing product lines. Now we can provide our customers of all sizes around the globe with the most flexible deployment options by offering them the most comprehensive cloud, on-premise, hybrid contact centre and UC portfolio in the market.”

“We are pleased to be working with Siemens Enterprise Communications to bring cloud contact centre solutions to customers around the world,” said Paul Jarman, Chief Executive Officer for inContact. “The addition of the award-winning inContact portfolio as part of the OpenScape Cloud Contact Center solution means that new and existing contact centre customers can take advantage of flexible deployment and payment options to get the most powerful solution for their needs.”

OpenScape Cloud Contact Center complements the existing premise-based OpenScape Contact Center solution to deliver choice and investment protection. Customers will be able to choose a cloud-based, premise-based or hybrid contact center solution based upon what best fits their business needs and to leverage Siemens Enterprise Communications’ extensive, global Managed Services capability. Also, OpenScape Cloud Contact Center enables customers to easily and affordably add on to an existing premise-based contact centre to provide new functionality, expand to new sites and support increased capacity needs, teleworkers or seasonal workers.

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