OpenScape Contact Center V8 won the award as an innovative multi-channel contact center software solution that allows organizations to deliver a superior customer experience, while optimizing resources. Designed to increase first-contact resolution, OpenScape Contact Center can lower call abandon rates, improve service levels, reduce agent turnover and increase customer satisfaction.
As a multi-channel system for routing, tracking and handling customer phone, email, web chat and social media contacts, OpenScape Contact Center V8 provides intelligent skills-based routing, ensuring that all customer contacts are directed to the most qualified person to handle the call. OpenScape Contact Center V8 also comes with an integrated interactive voice response that allows you to easily design call flows that achieve superior results.
The OpenScape Fusion Social Media Integration for Contact Centers incorporates real-time information from social media channels like Twitter to help organizations deliver better service and increase revenue. The social media integration platform finds Tweets based on keywords or hashtags sent out about a company’s product or brand and then captures, categorizes and sends the Tweets to the OpenScape Contact Center which then queues the Tweets using the same universal queuing and prioritization that’s used for all media. Once an appropriately skilled agent becomes available, the Tweet is presented to the agent within the regular agent desktop and the interactions are monitored using standard real-time and historical reporting tools.
January 2011 www.cismag.com
About Siemens Enterprise Communications
Siemens Enterprise Communications is a premier provider of end-to-end enterprise communications, including voice, network infrastructure and security solutions that use open, standards-based architectures to unify communications and business applications for a seamless collaboration experience. This award-winning "Open Communications" approach enables organizations to improve productivity and reduce costs through easy-to-deploy solutions that work within existing IT environments, delivering operational efficiencies. It is the foundation for the company’s OpenPath® commitment that enables customers to mitigate risk and cost-effectively adopt unified communications. Jointly owned by The Gores Group and Siemens AG, Siemens Enterprise Communications companies include Siemens Enterprise Communications, Cycos, and Enterasys Networks.
About Customer Interaction Solutions
Technology Marketing Corporation (TMC) is a global, integrated media company helping clients build communities in print, in person, and online. TMC publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, NGN and InfoTECH Spotlight magazines. TMC is the producer of ITEXPO, the world’s leading B2B communications event. TMCnet.com, which is read by two million unique visitors each month, is the leading source of news and articles for the communications and technology industries. In addition, TMC runs multiple industry events: 4GWE; Smart Grid Summit; M2M Evolution; Cloud Communications Summit; Social CRM Expo; SIP Tutorial; VIPeering; Business Video Expo; CVx; Digium|Asterisk World; StartupCamp; MSPAlliance MSPWorld and more! Visit TMC Events for a complete listing and further information.
This release contains forward-looking statements based on beliefs of Siemens’ 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. Siemens does not intend or assume any obligation to update these forward-looking statements.
SOURCE Siemens Enterprise Communications