Outbound Call Center Featured Article

Siemens OpenScape Contact Center Adds New Outbound Options

July 01, 2009

Takeaway: Siemens highlights the importance of proactive customer contact in today’s economy, adding two outbound contact center solutions from SER Solutions (News - Alert) to its OpenScape Contact Center portfolio (SER became part of Siemens Enterprise Communications in a joint venture arrangement between Siemens AG and The Gores Group in October 2008). The SER outbound solutions are designed for businesses involved in proactive customer care, telemarketing, collections, fundraising, emergency notifications, political calling, etc. – such activities have the potential to generate customer loyalty and/or new revenue opportunities, while also improving agent productivity which reduces contact center costs. The SER solutions round out Siemens (News - Alert) OpenScape Contact Center portfolio (formerly called HiPath ProCenter) which now has a good mix of inbound and outbound solutions. For more on contact center solutions from leading vendors, visit www.telecomtactics.com.

Siemens (News - Alert) Enterprise Communications (News - Alert) Group last month announced two new outbound applications for its OpenScape Contact Center portfolio. The outbound solutions were originally developed by SER Solutions (News - Alert) Inc. which became part of Siemens Enterprise Communications in a joint venture arrangement between Siemens AG and The Gores Group in October 2008.

The SER outbound solutions are designed for businesses involved in planned and proactive customer care, telemarketing, collections, fundraising, emergency notifications and political calling. Such solutions are intended to generate customer loyalty and bring about up-selling and cross-selling opportunities, while also improving agent productivity which reduces contact center costs.
 
The Siemens OpenScape Contact Center portfolio (formerly called HiPath ProCenter) has grown to include the following:
 
--OSCC Enterprise (formerly HiPath ProCenter Enterprise) for mid-to-large contact centers
--OSCC Agile (News - Alert) (formerly HiPath ProCenter Agile) for small or mid-size businesses
--OSCC  Voice Portal (formerly HiPath ProCenter Voice Portal) speech-enabled self-service
--OpenScape Contact Center Unity (OSCC Unity) – formerly from SER
--OpenScape Contact Center Campaign Director (OSCC Campaign Director) – formerly from SER 
--A Blending Module for inbound and outbound call blending
 
The new OSCC Unity is an all-in-one standalone application for inbound (limited), but mostly outbound communications such as collections, claims processing or application processing. Unity supports outbound predictive dialing, inbound with multiple routing options, IVR (outbound and inbound) with a self service option, integrated digital recording and remote audio and video monitoring.
 
OSCC Campaign Director, for pro-active contact, can stand alone or be integrated into existing environments to add outbound predictive dialing and list and campaign management.

The blending module, currently available via Siemens Professional Services, allows OSCC Campaign Director to blend calls with Siemens OSCC Enterprise and the Genesys (News - Alert) platform which Siemens offers for larger, custom contact center solutions.

Campaign Director supports preview, progressive and predictive dialing, skills-based outbound dialing, agent-less IVR outbound applications, call blending, integrated digital recording and remote audio and video monitoring.

Siemens will continue to offer its earlier Outbound Preview Dialer basic solution, but if needs are more sophisticated, customers can opt for the new Campaign Director.
 

Sandra M. Gustavsen, senior analyst for T3i Group, contributes her TelecomTactics column to TMCnet. To read more of Sandra’s articles, please visit her columnist page.

Edited by Patrick Barnard

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