Unify Introduces OpenScape Contact Center v9

Unify has introduced OpenScape Contact Center v9, with new features that enable contact center agents to respond quickly and effectively to customer needs.

"Successful businesses recognize that customer engagement and superior customer service are critical differentiators in today's competitive environment," said Peter Kuerpick, executive vice president of Product House at Unify, in a statement. "More than ever, consumers expect to control and influence how and when their needs are met. OpenScape Contact Center was designed and enhanced to make it easy for businesses to intelligently manage customer engagement across the enterprise for greater user and customer satisfaction."

OpenScape Contact Center v9 features a new user interface, modeled on Unify's Circuit platform. It also supports a 360-degree customer view, providing a complete contextual history of all details and contact with a customer, regardless of media channel. Additionally, it provides embedded presence and collaboration tools so agents can connect with colleagues and managers.

OpenScape Contact Center also delivers a patented workflow-style routing designer, flexible real-time and historical reporting capabilities, Life-of-Call Analytics , a mobile supervisor application, and a mature software development kits and application programming interfaces for ecosystem integration. It provides an all-in-one portfolio of applications and services, including integration with key business processes, social media integration, and mobility capabilities to support user flexibility. It supports on-premises, cloud, and hybrid deployment models.

"Contact centers are focusing on both customer experience as well as agent experience. Unify's new OpenScape Contact Center v9 provides enhanced capabilities, such as a 360-degree agent view of the customer, enabling agents to better serve customers," said Blair Pleasant, president and principal analyst at COMMfusion, in a statement. "Its workflow-style routing and call history analytics give organizations the actionable intelligence needed for real-time problem solving that employs the resources ideally suited to the task."

OpenScape Contact Center v9 will be available in February.

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Posted September 27, 2016