Siemens Enterprise Communications (SEC) has updated its OpenScape Contact Center unified communications CRM solution to version 8. OpenScape Contact Center V8 builds on the new capabilities of OpenScape Unified Communications Server 2010 and is tailored for use in data centers and virtualized environments.
The new version of OpenScape Contact Center V8 from Siemens Enterprise Communications will be available worldwide at the end of May 2010. It is a contact center software solution optimized for cross-media inbound, outbound, and automated self-service, based on the new functionality of OpenScape Unified Communications Server 2010.
OpenScape Contact Center V8 has been optimized specifically for data center and virtualized environments, and is now ready to run on VMware data center infrastructure. This eliminates the need to deploy proprietary hardware at each site. Siemens Enterprise Communications and VMware had agreed a cooperation a few weeks ago. The new version can now scale to up to 7,500 active agents.
The application includes a scalable, integrated IVR system (Interactive Voice Response) based on SIP (Call Director SIP Service), which is completely implemented as software. Companies benefit from an economical front-end solution for the contact center with self-service functionality, which is less complex and costly than traditional IVR solutions. Since this is a SIP-based application, no proprietary hardware is required here. Thus, at the same time, the implementation and maintenance of the system should be simpler and less expensive.
Resource-saving and adaptable
OpenScape Contact Center V8 provides web-based agent, supervisor, and management desktops. These applications, with their zero footprint architecture, do not require additional resources and support virtual access. They also easily adapt to the specific needs of a contact center in a Web 2.0 environment. The combination of Web clients, software / server virtualization and new usage-based licensing models will also facilitate the virtual deployment of home and remote workstations for agents in multiple locations.
Flexible licensing models
With the hosted edition optimized for service providers, customers can now avoid financial barriers to purchase. The modular and usage-based licensing model (pay-per-use) now offers a cost-effective option for contact center users of all sizes. The pre-integration with popular third-party communication applications such as Microsoft CRM, SAP and Siebel should additionally relieve the pressure on the IT departments.
“Already 93 percent of companies use virtualization concepts to optimize their server resources,” said Irwin Lazar, vice president of Nemertes Research. “By virtualizing contact center applications in the data center and on the client side, IT managers are making the most of their investments in virtualization technologies. At the same time, they improve agent productivity and customer service. ”
“This new release of OpenScape Contact Center provides IT organizations with more than just web-based desktops and an integrated IVR system to implement classic contact center requirements for productivity and customer service. This allows companies to achieve their goals quickly, flexibly and economically “, explains Lutz Böttcher, Vice President Business Development for Contact Center at Siemens Enterprise Communications.