Unify Communications N.V./S.A., Guido Gezellestraat 121, B-1654 Huizingen (Beersel), Belgium
Unify S.A., Campus Contern – Bâtiment Bouvreuil, 17 rue Edmond Reuter, L-5326 Contern, Luxembourg
Media contact:
Danny VandeVyver
VP Marketing Unify
Guido Gezellestraat 121
1654 Huizingen (Beersel)
[email protected]
+32 2 406 73 11
www.unify.com
Press release
Unify enhances its OpenScape Contact Center Suite
New analytics and mobility options provide increased support for
anywhere workers and the new way to work
Huizingen – January 21, 2014 –Building on its strong history of delivering superior contact center solutions, Unify (formerly known as Siemens Enterprise
Communications) announces new functionalities for its OpenScape Contact Center
Suite. The new features deliver improved efficiency and flexibility through expanded
support for major mobile devices, tighter social media integration and improved analytics.
With over 12 billion customer interactions per year currently handled using
the OpenScape Contact Center Suite, these new features enable Unify to continue its
mission to support 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, new and enhanced partnerships driving improved productivity and workforce
optimization improve contact center efficiency and agility.
Enhanced mobility
Delivering on its promise to stimulate the new way to work and responding to
the BYOD trend, Unify now offers Mobile Agent and Mobile Supervisor applications
for the OpenScape Contact Center Suite. These applications enable access to the contact center environment via iPhones, iPads, Android smartphones and tablets, providing anywhere workers with increased flexibility and improving responsiveness to customers.
Increased analytics
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
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contact centers.
The InsideEdge line of analytics solutions allows contact center managers to
monitor agent and campaign stats in real-time, develop improvement processes, and
streamline training to maximize the productivity and profitability of its employees.
Other enhancements to the existing OpenScape Contact Center Suite offerings include:
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The Social Media solution can now route Facebook posts to agents, improving
responsiveness.
Campaign Director, a versatile solution for campaign management, is now a
pure SIP-based, software-only platform that dramatically reduces total cost of
ownership.
Strengthened partnerships with Verint and ASC, market leaders in workforce
optimization software, help 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.
The new OpenScape Contact Center Suite is available now, directly and through
Unify’s global partner channel.
Executive and customer comments
“The major benefit of Unify’s AgentDesktop-Web solution is the Webstart architecture which doesn’t require an installation on every agent’s desktop,” says Stefan
Fian, System Engineer for Customer Service Applications at Infineon Technologies in
Germany, a semiconductor and system solution manufacturer for the automotive,
industrial electronics, chip card, and security industries. “This is very important for
Infineon as our Service Desk workplaces are constantly changing, and having to update
each agent desktop would be a large effort, not only for the initial installation, but also
for updates.”
In Belgium, several customers have already opted to integrate their contact
center activities into the OpenScape Unified Communications platform. The National
Union of Socialist Mutual Health Insurance Funds, for instance, installed a fully redundant OpenScape Voice and OpenScape Contact Center solution from Unify next to
its provider’s IPVPN network, connecting 5,000 OpenStage IP telephone devices
spread over 550 offices. Multi-tenancy Contact Center functionality allows for swift
development and support of virtual contact centers.1
The chemical multinational Solvay combined its contact centers in Carnaxide
(Portugal) and Curitiba (Brazil) in its OpenScape Voice solution. Barely half a percent
of the yearly 72,000 contact demands gets lost. Call Center Manager Tiago Pereira
believes the OpenScape Contact Center is crucial to this success ratio. “Our current
objective concerns geographic expansion. We can support this because the OpenScape
1
For more information, see the “Socialist Mutual Health Insurance Funds benefits from integrated online services thanks to OpenScape Voice and Contact Center Services” testimonial, available
on request.
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Unified Communications server allows our teams in Brazil and Portugal to work as
one,” says Pereira.2
“The enhancements announced today provide contact center managers with
the intelligence and insight they need to improve the efficiency and effectiveness of
their operations, while providing agents and supervisors the gift of using their favorite
Apple and Android devices on the job,” says Alex Pierson, Senior Vice President and
Head of Applications at Unify. “We are committed to evolving our OpenScape Contact
Center portfolio to take full advantage of the new way to work and helping our customers make the most of their contact center solutions.”
About Unify
Unify – formerly known as Siemens Enterprise Communications – is a premier
communications software and services firm. Our solutions unify multiple networks,
devices and applications into one easy-to-use platform that allows teams to engage in
rich and meaningful conversations. The result is a transformation of how the
enterprise communicates and collaborates that amplifies collective effort, energizes the
business, and enhances business performance. Born out of the engineering DNA of
Siemens AG, Unify builds on this heritage of product reliability, innovation, open
standards and security to provide integrated communications solutions for
approximately 75% of the Global 500. Unify is a joint venture of The Gores Group and
Siemens AG.
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This release contains forward-looking statements based on beliefs of Unify's
management. The words "anticipate," "believe," "estimate," "forecast," "expect,"
"intend," "plan," "should," and "project" are used to identify forward-looking
statements. Such statements reflect the company's current views with respect to future
events and are subject to risks and uncertainties. Many factors could cause the actual
results to be materially different, including, among others, changes in general
economic and business conditions, changes in currency exchange rates and interest
rates, introduction of competing products, lack of acceptance of new products or
services and changes in business strategy. Actual results may vary materially from
those projected here. Unify does not intend or assume any obligation to update these
forward-looking statements.
For more information, see “Managed communication services bring Solvay 30% cost savings and
greater freedoms for its workforce” on https://www.unify.com/nl/insights-and-successstories/success-stories/case-study-solvay.aspx
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