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Siemens Enterprise Communications Announces OpenScape Cloud Contact Center

Siemens (News - Alert) Enterprise Communications announced the launch of OpenScape Cloud Contact Center, an innovative all-in-one enterprise grade offering that provides customers with advanced contact center capabilities through cloud.

Building on the success of the company’s OpenScape Cloud Solutions introduced   earlier this year, the new OpenScape Cloud Contact Center provides advanced contact center features without the cost and complexity of premise-based solutions from multiple providers.

Important features of OpenScape Cloud Contact Center include Contact Routing that includes ACD, IVR,CTI (News - Alert) integrations with CRM, e-mail, chat, SMS, fax, and social media; Self Service that includes speech recognition, drag-and-drop GUI application development, pre-built applications, and prompt recording; Proactive Contact including predictive outbound dialing, campaign management and inbound blended dialing; and Workforce Optimization.

OpenScape Cloud Contact Center is based on the solution from inContact, a provider of on-demand contact center software and contact center agent optimization tools. Siemens Enterprise Communications (News - Alert) recently signed a global distribution agreement to resell the inContact cloud contact center portfolio as OpenScape Cloud Contact Center.

The company also announced that an affiliate of Siemens Enterprise Communications will make an equity investment in inContact to fund the acceleration of development and go to market initiatives. Following these developments, Siemens Enterprise (News - Alert) Communications CEO Hamid Akhavan will also take a position on the inContact Board of Directors.

“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 center market,” said Chris Hummel, chief marketing officer and president of North America for Siemens Enterprise Communications, in a statement.

According to Hummel, inContact delivers the most robust, feature-rich solution to complement their 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 center and UC portfolio in the market.”

Paul Jarman, chief executive officer for inContact, said, “The addition of the award-winning inContact portfolio as part of the OpenScape Cloud Contact Center solution means that new and existing contact center customers can take advantage of flexible deployment and payment options to get the most powerful solution for their needs.”

OpenScape Cloud Contact Center also complements the existing premise-based OpenScape Contact Center solution to deliver choice and investment protection. Customers can choose a cloud-based, premise-based or hybrid contact center solution based upon what best fits their business needs.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2011, taking place Sept. 13-15, 2011, in Austin, Texas. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.

Rajani Baburajan is a contributing editor for TMCnet. To read more of Rajani's articles, please visit her columnist page.

Edited by Jennifer Russell