• January 7, 2014

Unify Enhances OpenScape Contact Center Suite

Unify, formerly known as Siemens Enterprise Communications, has added several new features and enhancements, including expanded support for major mobile devices, tighter social media integration, and improved analytics, to its OpenScape contact center suite.

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 provider of business intelligence software for contact centers. By incorporating Softcom's InsideEdge analytics, contact center managers will be able to monitor agent and campaign stats in real time, uncover weaknesses, and streamline training.

Other enhancements to existing OpenScape Contact Center Suite offerings include the following:

  • Social Media solution can now route Facebook posts to agents, improving responsiveness;
  • Campaign Director is now a pure SIP, software-only solution;
  • Improved workforce optimization through strengthened partnerships with Verint and ASC; and
  • AgentDesktop-Web client allows agents to work from anywhere on any device without installing any software on their PCs.

"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, in a statement. "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."

"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 for 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."

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