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Siemens Announces Enhancements to OpenScape Contact Center

September 10, 2008

In a bid to make it easier and more cost effective to deliver superior customer services, Siemens (News - Alert) Enterprise Communications has announced enhancements to their OpenScape Contact Center portfolio.
 
The latest enhancements provide enterprises with advanced interactive voice response (IVR) solutions and a hosted service management solution to help improve customer satisfaction, drive agent productivity and reduce costs.
 
Because stand alone IVR systems can be costly and difficult to maintain, the hosted solution makes it possible for any business to improve interactions with their customers.
 
To make this possible, Siemens partnered with Contact Solutions, Inc. (CSI) for their shared IVR and contact automation services which help customers to leverage the latest technology and still stay within their budgets and expertise.
 
"Shared IVR services are a more effective way to improve contact automation without excessive costs," said Don Greco, Director of Solution Management for the U.S. for Siemens Enterprise Communications (News - Alert).
 
With the new offering, customers receive integrated contact automation, platform management, robust reporting tools and enhanced caller interactions that assure their callers are receiving high-quality self-service while also saving on costs, since the offering is provided on a per minute or per transaction pricing model.
 
When a live agent interaction is required it will also be easy to integrate with the new offering since Siemens' OpenScape Contact Center solution is an open solution.
 
First introduced back in April of this year, OpenScape is based on Siemens’ unified communications software foundation, OpenScape Unified Communications (News - Alert) (UC) Server, which removes the artificial legacy barriers between today’s traditionally separate voice, video and unified communications systems.
 
"CSI's 'secret sauce' is continuous improvement, working with customers to automate more transactions each month. That strikes at the very heart of the reason most companies choose to deploy self service applications," said Sheila McGee-Smith, Principal Analyst at McGee-Smith Analytics.


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Stefania Viscusi is an assignment editor for TMCnet, covering VoIP, CRM, call center and wireless technologies. To read more of Stefania’s articles, please visit her columnist page.

Edited by Stefania Viscusi

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