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Siemens Enterprise Communications Unveils OpenScape Cloud Contact Center in the U.K

By Rajani Baburajan
TMCnet Contributor

Siemens Enterprise Communications (News - Alert), a provider of enterprise communications, announced the launch of OpenScape Cloud Contact Center services in the U.K. 

The announcement follows a global distribution partnership signed in June under which Siemens Enterprise (News - Alert) Communications has agreed to resell inContact cloud contact center portfolio under the OpenScape Cloud Contact Center brand in the U.K. inContact is a leading provider of on-demand contact center software and agent optimization tools.

The cloud contact center is based on the Software-as-a-Service (SaaS (News - Alert)) contact center platform from inContact and is hosted in inContact’s world-class data centers. It complements existing premise-based OpenScape Contact Center solution and delivers choice and investment protection.

OpenScape Cloud Contact Center is designed to simplify the agent interface, streamline contact center management and improve the customer experience, all at a lower Total Cost of Ownership (TCO) than premise-based solutions, company officials said.

“The proposition of increased flexibility and scalability, higher productivity levels and also the lowered cost of delivering service is resonating strongly with organizations, especially within the current economic conditions,” said Scott McDonald, Global vice president of Contact Centers at Siemens Enterprise Communications, in a statement. “With the availability of our OpenScape Cloud Contact Center proposition, we have the most comprehensive contact center portfolio in the market today.”Depending on the requirement, companies can easily add part-time, temporary or seasonal agents to their existing contact center. It also offers the reliability and security of a private cloud but with more flexible, yet affordable deployment options.

Customers can choose a cloud-based, premise-based or hybrid contact center solution based on their business needs. The service also allows customers to easily and affordably add on to an existing premise-based contact center to provide new functionality, expand to new sites, support increased capacity needs, and to easily add remote or seasonal workers. 

The services offered by OpenScape Cloud Contact Center include Contact Routing that comprises ACD; IVR; CTI (News - Alert) integrations with CRM; e-mail; chat; SMS; fax; and social media.

The Self Service capabilities offered as part of this offering include speech recognition; drag-and-drop GUI application development; pre-built applications; and prompt recording. Proactive Contact delivers predictive outbound dialing; campaign management; and inbound blended dialing.

Additionally, OpenScape Cloud Contact Center also provides Workforce Optimization suite that includes scheduling; workforce management; voice and screen recording; quality monitoring; coaching; e-learning; and customer feedback (surveys).

Recently, Siemens Enterprise Communications announced OpenScape Desktop Videoconferencing as a new addition to the OpenScape UC Suite, making it less complex and more cost-effective for enterprises to be able to utilize videoconferencing on every desktop within the organization.