Unify Enhance Offering for ‘new way to work’

Building on its strong history of delivering contact centre solutions, Unify, formerly known as Siemens Enterprise Communications, has announced a number of new features and enhancements to the OpenScape Contact Centre Suite, delivering improved efficiency and flexibility through expanded support for major mobile devices, tighter social media integration and improved analytics.

Enhanced Mobility

Delivering on its promise to enable the new way to work and responding to the BYOD trend, Unify now offers Mobile Agent and Mobile Supervisor applications for the OpenScape Contact Centre Suite, enabling full access to contact center tools via iPhones, iPads, Android smartphones and tablets. This provides anywhere workers increased flexibility and improves responsiveness to customers.

Increased Analytics

New to the OpenScape Contact Centre Suite is an Analytics package through a new partnership with Softcom, a global leader in business intelligence software for contact centers. By incorporating Softcom’s InsideEdge line of analytics solutions into Unify’s OpenScape Contact Centre Suite, contact center managers will be able to monitor agent and campaign stats in real-time, uncover weaknesses, and streamline training to maximize agent productivity and profits.

“Today’s contact centre requires a complete arsenal of tools to provide greater responsiveness to customers and to effectively manage internal processes,” said Nancy Jamison, Principal Analyst, Customer Contact at Frost & Sullivan. “Unify’s OpenScape Contact Centre Suite provides a robust tool set for omni-channel customer engagement, with proactive outbound, social and mobile – for agents, supervisors and managers.”

The new OpenScape Contact Centre Suite is available now directly and through Unify’s global partner channel.

“Simplex originally picked OpenScape Contact Center Campaign Director based on its ability to be customized to our exact needs, and based on the cost savings vs. its competitors,” said Matthew Hicks, Senior Telephony Engineer of Simplex Healthcare, the third largest provider of mail order diabetic testing supplies in the United States. “The move to a 100% SIP platform was a welcome enhancment, since it allowed us to get rid of expensive PRI trunks and use SIP services that greatly reduced the cost of calling our clients.”

“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 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 new ways to work and helping our customers make the most of their contact center solution.”

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David Dungay

Editor - Comms Business Magazine
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