Unify Expands OpenScape Contact Center Suite Offerings



Unify, formerly known as Siemens Enterprise Communications, has unveiled several features and enhancements to the OpenScape Contact Center Suite, with 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, the 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.

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.

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, in a statement. "Unify's OpenScape Contact Center Suite provides a robust tool set for omnichannel customer engagement, with proactive outbound, social and mobile — for agents, supervisors and managers."