EFY Times  
Monday, May 25, 2015

 
GO
 
 

Unify Enhances OpenScape Contact Center Suite
 
Home >> Electronics >> Technology
 
Unify Enhances OpenScape Contact Center Suite  
 
   
Rate this news:  (1 Votes)
Friday, January 10, 2014 Building on its strong history of delivering superior contact center solutions, Unify, formerly known as Siemens Enterprise Communications, today announced a number of new features and enhancements to the OpenScape Contact Center Suite, delivering improved efficiency and flexibility through expanded support for major mobile devices, tighter social media integration and improved analytics.






With over 12 billion customer interactions per year currently handled using OpenScape Contact Center Suite, these new features allow Unify to continue its mission to enable the new way to work, providing contact center agents, supervisors and managers with all of the elements required for a world-class contact center. Additionally, key new and enhanced partnerships driving improved productivity and workforce optimization improve contact center efficiency and agility.

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 Center 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 Center 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 Center 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.

Other enhancements to existing OpenScape Contact Center Suite offerings include:

Social Media solution can now route Facebook posts to agents, improving responsiveness

Campaign Director is now a pure SIP, software-only solution that dramatically reduces TCO

Improved Workforce Optimization through strengthened partnerships with Verint and ASC, helping drive further efficiencies and effectiveness for contact center users

AgentDesktop-Web client allows agents to work from anywhere on any device without installing any software on their PCs

"Today's contact center 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 Center 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 Center Suite is available now directly and through Unify's global partner channel.

Executive and Customer Comments:

"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 percent SIP platform was a welcome enhancement, 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 major benefit of Unify's AgentDesktop-Web solution is the Webstart architecture which doesn't require an installation on every agent's desktop," said Stefan Fian, System Engineer for Customer Service Applications for Infineon Technologies, a semiconductor and system solution manufacturer for the automotive, industrial electronics, chip card, and security industries. "This is very important for Infineon as our Service Desk workplaces are constantly changing and having to update each agent desktop would be a large effort, not only for the initial installation, but also for updates."

"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 the new way to work and helping our customers make the most of their contact center solution."



Print Email Post Comment 
(Total Views: 507)
 
Share

 
 
Electronics News
   
Intelligent Product Solutions Launches New Internet Of Things (IoT) Product Design Consulting Practice
LoadMan On-Board Scales Partners With TRUX To Deliver Integrated Data Solution To Haulers
immixGroup Subsidiary Awarded Texas Department Of Information Resources Contract
FIDO Alliance Unveils Certification Testing Program For 1.0 Specification And Introduces 31 FIDO Certified Products
SpectralCast, Inc. Enters Into Agreement With Intelligent Lighting, Corp.
 
 
 
     
     
     
     
     
     
Most popular
 

Daily

CETC-SS And ProphetStor Sign Strategic Partnership Agreement
OneSpin Solutions Catalyzes Unique, Third-Party Verification Solutions By Delivering OneSpin 360 LaunchPad, First Adaptive Formal Platform
Apple Introduces 15-Inch MacBook Pro With Force Touch Trackpad & New $1,999 iMac
OneSpin Solutions, Tortuga Logic Ink Multi-Year OEM Agreement
SpectralCast, Inc. Enters Into Agreement With Intelligent Lighting, Corp.
FIDO Alliance Unveils Certification Testing Program For 1.0 Specification And Introduces 31 FIDO Certified Products
immixGroup Subsidiary Awarded Texas Department Of Information Resources Contract
LoadMan On-Board Scales Partners With TRUX To Deliver Integrated Data Solution To Haulers
Intelligent Product Solutions Launches New Internet Of Things (IoT) Product Design Consulting Practice
 
   

Weekly

Treeno Software Extends Its Cloud-Based Business Solutions To Human Resources
Microsoft Unveils Windows 10 Preview For Phones
New Release Xara Web Designer 11 Premium With Online Editing
Introducing Brillo, The Operating System To Work For The Internet Of Things
Microsoft To Unveil 'Flow', A Light Weight Email App
Piyush Goyal Inaugurates New Solar Passive Building Of The National Institute Of Solar Energy
Barnes & Noble Announces Amazing New Low Prices On The Samsung Galaxy Tab 4 NOOK Just In Time For Graduation And Father’s Day
WhatsApp Launches New Version 2.12.84 For Android Users
Protecode Releases The Breakdown Of A Typical Software Portfolio
The World Of Global Telecommunication Is Bound To Change
Mouser Launches Enhanced Open Source Hardware Technology Site
ReGlobe Is The Exclusive Buy-Back Partner For India’s Top E-Commerce Websites: Amazon, SnapDeal, eBay And Infibeam
Asus Zenfone 2 Now Available In US And Canada
Panasonic Brings Toughpad FZ-E1, FZ-X1 And ToughBook Range In India!
Intex Cloud M5 II, A Budget Android Smartphone Arrives At Rs 4,799
Cyanogen To Come Up With An Office In India!
 
   

Overall

Features
Top 7 Recently Launched Budget Smartphones
Competition in budget smartphone range is pretty tough in India. Here is a list of best recently launched budget smartphones...
10 Killer Techniques About CSS
Here are 10 killer CSS techniques for web developers...
8 Things You Didn't Know You Can Do With iPhone Camera
Even though you may take tons of photos with your iPhone all the time, there are probably at least a few tricks you might not know about...
8 Best Cameras Of 2015
Here are top 8 cameras that won TIPA awards...
5 Ways To Identify Hackers
Hackers are everywhere on the internet. Here are 5 ways to save yourself from hackers....
8 Best Free HTML5 Frameworks
You can build interesting responsive websites and web apps using these free HTML5 frameworks....
8 Surprising Job Skills That Can Get You Job In IT
The job scenario for IT workers has changed in recent times due to to the new technologies and shifts in business processes. Here are top 8 in-demand ...
Top 8 Highest Paying Tech Skills
Looking for a job in IT? Here is the list of tech skills that you should consider to acquire...
5 Rules To Ensure Proper Programming Style
Here are some of the best rules that help you in attaining a better programming style....
Key Rules To Build A Great Tech Team
Making IT work in any organisation is about making human connections. Here's how you can do it....
6 Best Code Editors For Realtime Collaboration
Here is the compiled list of 6 Best Code Editors for Real Time Collaboration....
Top 10 Most Expensive Gadgets In The World
Here are top 10 gadgets made for super-rich people in the world...
7 Things To Do After Buying New iPhone
Bought a new iPhone? Here are 7 things you need to do right away...
8 Gadgets To Make Your Smartphone Even Smarter!
Check out these 8 cool gadgets that will make your smartphone smarter...
10 Must Have Google Chrome Apps
Install these Chrome extension apps to boost your work productivity...
 
  View All
Dialogue
 
“One Day The End User Can Open Up A Used Battery, And Use What’s Inside As Barbecue Sauce”
Of course that is not something currently possible, but what B&B Batteries does have are some secret recipes for their very specialised battery design...
We Wish To Procure All The LED Components Within India: Avni Energy
G. Gururaja, director, Avni Energy Solutions Pvt Ltd, shares his views about the expanding LED industry in the Indian market and the company's plans i...
We Have Registered 50 Per Cent Growth In The Last Two Years: Arihant Lighting
Apart from LEDs, Arihant is associated with the promotion of renewable energy in India and therefore, manufactures various energy saving products....
“Elcom Plans To Build A New State Of The Art R&D And Manufacturing Unit In Maharashtra", Reveals MD Girish V Vaze
Starting out as a small business to cater to the industry’s need for import substitutes, Elcom International has grown to be a leader in the field of ...
Delta Magnets Ltd To Enter Into JV With Chinese Company!
The company had partnered with TDK Japan for technology transfer to manufacture magnets in India....
   
  View All
Videos
 
First Look: LG Optimus G
The phone sports a high-end display and comes powered by a powerful processor. ...
Create QR-Codes For Free
TEC-IT releases the freeware QR-Code Studio to provide a quick and convenient way of QR code creation for every application scenario....
DoT Secretary Shares Plans For Growth Of Telecom Sector
M.F. Farooqui has recently taken charge as secretary, Department of Telecom....
Hands-On: Sony Xperia Z
Xperia Z is Sony's first entrant model in the big-screen smartphone category. ...
Hands On: Videocon A30 Smartphone
Videocon, the consumer electronics company which is known for its refrigerators, washing machine and air-conditioner has unveiled its Android-based sm...
   
View All
   
 
IFA 2014
 
IFA 2014: LG Launches 34-Inches Curved Monitor
The company is yet to confirm price and availability of the device....
IFA 2014: Intel Launches First Core M Range Of Processors
This range of processors is tailor-made for 2-in-1 devices which include a tablet and a laptop....
MWC 2014: Tablet Lets People Feel Textures On Its Screen
Now feel what you see on your tablet, by way of ultrasonic waves....
MWC 2014: 4K Android Tablet Games To Kill Consoles, iPad
Tablet makers like Samsung want to beat the iPad by making 4K tabs. ...
MWC 2014: This Vodafone Backpack Helps Get Network In Disaster Situations
Two engineers of Vodafone New Zealand displayed the "mini" mobile network by Vodafone substructure in a backpack. ...
MWC 2014: Wilocity Chipset To Bring 'Lightening' Speed To Mobile Phones
Wilocity has developed a WiGig chipset for mobile phones that will bring lightning-fast wireless capability ...
MWC 2014: Samsung Introduces Octacore, Hexacore Chipsets
The Korean giant, Samsung unveiled two new octacore and hexacore chipsets at MWC 2014, in Barcelona. The company previously used Exynos 5 Octa 5410 ch...
   
View All
   
 
Events
 
19th Consumer Electronic Imaging Fair To Be Held On ...

View All
   
   
 
 

home archives contact us advertise with us
           
Magazines Portals Directories Events News Verticals Educational Institute  
Electronics for You
Open Source for You
Electronics Bazaar
electronicsforu.com
efytimes.com
opensourceforu.com
electronicsb2b.com
Electronics Annual Guide
EFY EXPO INDIA
EFY EXPO WEST
ELECTRONICS ROCKS
EFY Awards
OSIDAYS Expo
Electronics
Infotech
Linux & Open Source
Consumer Electronics
Science & Technology
BPO
EFY Techcenter

Educational Kits
Kitsnspares.com  
 
 
© Copyright 2015 EFY Enterprises Pvt. Ltd.
All rights reserved. Reproduction in whole or in part in any form or medium without written permission is prohibited.
Usage of the content from the web site is subject to Terms and Conditions