Building on the introduction of its OpenScape Cloud Solutions earlier this year, Siemens Enterprise Communications today introduced OpenScape Cloud Contact Center, an all-in-one enterprise-grade offering that provides customers with advanced contact center capabilities without the cost and complexity of premises-based solutions from multiple providers.
OpenScape Cloud Contact Center is based on the solution from inContact, a provider of on-demand contact center software and contact center agent optimization tools. Under a global distribution agreement, Siemens Enterprise Communications will resell the inContact cloud contact center portfolio as OpenScape Cloud Contact Center. In addition, an affiliate of Siemens Enterprise Communications will make an equity investment in inContact to fund the acceleration of development and go to market initiatives. Siemens Enterprise Communications CEO Hamid Akhavan will also take a position on the inContact Board of Directors.
OpenScape Cloud Contact Center complements the existing premises-based OpenScape Contact Center solution to deliver choice and investment protection. Customers will be able to choose a cloud-based, premises-based, or hybrid contact center solution based on what best fits their business needs and to leverage Siemens Enterprise Communications' extensive, global Managed Services capability. Also, OpenScape Cloud Contact Center enables customers to add on to an existing premises-based contact center to provide new functionality, expand to new sites, and support increased capacity needs, teleworkers, or seasonal workers.
OpenScape Cloud Contact Center runs on a unique platform designed to simplify the agent interface, streamline contact center management and improve the customer experience. It allows companies to easily add part-time, temporary or seasonal agents to their existing contact center, giving them ultimate flexibility in how they run their centers. Hosted in inContact's best-in-class data centers, OpenScape Cloud Contact Center offers the reliability and security of a private cloud with more flexible, yet affordable deployment options.
OpenScape Cloud Contact Center includes the following:
- Contact Routing: ACD; IVR; CTI integrations with CRM; email; chat; SMS; fax; and social media;
- Self Service: speech recognition; Drag-and-drop GUI application development; pre-built applications; and prompt recording;
- Proactive Contact: predictive outbound dialing; campaign management; and inbound blended dialing; and
- Workforce Optimization: hiring; scheduling; workforce management; voice & screen recording; quality monitoring; coaching; e-learning; and customer feedback (surveys).
"With OpenScape Cloud Solutions, Siemens Enterprise Communications advanced our broad vision of communications innovation via the cloud, and this partnership adds an immediate solution for the rapidly growing cloud contact center market," said Chris Hummel, chief marketing officer and president of North America for Siemens Enterprise Communications. "We looked at many cloud contact center options, and inContact delivers the most robust, feature-rich solution to complement our existing product lines. Now we can provide our customers of all sizes around the globe with the most flexible deployment options by offering them the most comprehensive cloud, on-premises, hybrid contact center and UC portfolio in the market."
"We are pleased to be working with Siemens Enterprise Communications to bring cloud contact center solutions to customers around the world," said Paul Jarman, CEO of inContact. "The addition of the award-winning inContact portfolio as part of the OpenScape Cloud Contact Center solution means that new and existing contact center customers can take advantage of flexible deployment and payment options to get the most powerful solution for their needs."