Sala de notícias

Unify Enhances OpenScape Contact Center Suite


New analytics and mobility offerings increase support for anywhere workers and the new way to work

Building on its strong history of delivering superior contact center solutions, Unify, formerly known as Siemens Enterprise Communications, today announced a number of new features and enhancements to the OpenScape Contact Center Suite, delivering 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 OpenScape Contact Center Suite, these 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.

Enhanced Mobility

Delivering on its promise to enable 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, enabling full access to contact center tools via iPhones, iPads, Android smartphones and tablets. This provides anywhere workers increased flexibility and improves 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 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.  “Unify’s OpenScape Contact Center Suite provides a robust tool set for omni-channel customer engagement, with proactive outbound, social and mobile - for agents, supervisors and managers."

The new OpenScape Contact Center Suite is available now directly and through Unify’s global partner channel.

Executive and Customer Comments:

“Simplex originally picked OpenScape Contact Center Campaign Director based on its ability to be customized to our exact needs, and based on the cost savings vs. its competitors,” said Matthew Hicks, Senior Telephony Engineer of Simplex Healthcare, the third largest provider of mail order diabetic testing supplies in the United States.  “The move to a 100 percent SIP platform was a welcome enhancement, since it allowed us to get rid of expensive PRI trunks and use SIP services that greatly reduced the cost of calling our clients.”

“The major benefit of Unify’s AgentDesktop-Web solution is the Webstart architecture which doesn’t require an installation on every agent’s desktop.” said Stefan Fian, System Engineer for Customer Service Applications for Infineon Technologies, 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.”

“The enhancements announced today provide contact center managers 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,” said 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 solution.”

Sobre a Unify

A Unify é o mais novo membro da família Atos, combinando o conhecimento e a reputação da Atos no mercado de serviços de TI à expertise da Unify em comunicações unificadas e colaboração, para fornecer aos consumidores soluções consistentes em serviços para todo o seu portfólio digital. Com a Atos, a Unify continua a oferecer uma proposta integrada única para comunicações unificadas e recursos em tempo real.
O portfólio da Unify fornece às empresas ferramentas de comunicação para promover conversas ricas e significativas por diferentes canais, plataformas e recursos, para que o trabalho seja feito com mobilidade e colaboração,  em tempo real. Oferecemos uma experiência consistente e segura de UCaaS com soluções focadas na nuvem e que propiciam a unificação de mútiplos dispositivos e aplicativos em uma plataforma fácil de usar, permitindo às equipes colaborar com segurança, eficiência e eficácia – a qualquer hora, em qualquer lugar. O resultado é uma transformação na maneira como a empresa se comunica e colabora, que amplifica o esforço coletivo, energiza os negócios, aumenta a satisfação dos colaboradores e melhora o desempenho comercial. 

A Unify tem um forte legado de confiabilidade de produtos, inovação, padrões abertos e segurança.

unify.com/br


Sobre a Atos

A Atos SE (Societas Europaea) é uma empresa líder em serviços digitais com receita anual (2014) na ordem de 11 bilhões de Euros, 93 mil funcionários em 72 países e com capital aberto na Euronext Paris – uma das mais importantes e exigentes redes de intercâmbio do mundo.
Com uma base Global de clientes, o nosso Grupo fornece Consultoria & Sistemas de integração, Serviços Gerenciados e BPO, operações em Cloud, Big Data & Cyber-security solutions, além de serviços transacionais por meio de Worldline. Nossa expertise em tecnologia e o profundo conhecimento em diversos mercados nos permite atender, com excelência, clientes de diferentes setores, como: Manufatura, Varejo, Serviços, Setor Público, Saúde, Transportes, Serviços Financeiros, Telecomunicações, Mídia, Tecnologia, Energia e Utilities.
Somos fornecedores oficiais de tecnologias para os Jogos Olímpicos e Paraolímpicos, com contrato com o Comitê Olímpico Internacional (COI) que já ultrapassa os 20 anos de parceria.
Na Atos, acreditamos que o foco em business technology impulsiona o progresso e ajuda as organizações a criarem as suas empresas do futuro.
Marcas em que operamos: Atos, Atos Consulting, Atos Worldgrid, Bull, Canopy, e Worldline.



Informações Adicionais

Twitter: http://www.twitter.com/UnifyCo
Facebook: http://www.facebook.com/unifyco
LinkedIn: http://linkedin.com/company/unifyco
Google+: https://plus.google.com/111071689459694265451/posts
YouTube: http://www.youtube.com/user/UnifyCo

Back to overview

Media contact:

Amy Martin
Unify

Corporate Communications - Global PR
Tel.: +1 408 492 2785
E-Mail: amy.martin@unify.com