Siemens Enterprise Updates Contact Center Application

Siemens Enterprise Communications has announced the release of OpenScape Contact Center V8, the next generation of its contact center application which the company says is now optimized for data-center and virtualized environments. This open, reliable solution enables deployment flexibility, simplified management and cost savings through server consolidation from both the server and desktop perspective.

Customers now have the option of running OpenScape Contact Center V8 software on their VMware data center infrastructure, rather than on proprietary hardware at each location. By leveraging new capabilities of the OpenScape Unified Communications Server 2010 and Siemens Enterprise Communications’ recently announced relationship with VMware, this approach enables businesses to save money and reduce operating costs for hardware and maintenance.

“Virtualization is increasingly critical to IT,” says Irwin Lazar, vice president, Nemertes Research. “Ninety-three percent of companies are using virtualization to optimize server resources, allowing IT shops to save money by reducing capital and operational costs. By virtualizing contact center applications in the data center and on the client side, IT managers can maximize their virtualization investments while improving agent productivity and customer service.”

OpenScape Contact Center V8 also features Web-based agent, supervisor and management desktops. These powerful applications require “zero footprint,” provide virtual accessibility, and are easily customized to meet the unique contact center requirements in a Web 2.0 world. Plus, the new solution’s innovative combination of Web clients, software/server virtualization and new subscription licensing make it easier to deploy home-based or remote agents virtually at multiple locations.

Continuing the company’s Open Communications approach, OpenScape Contact Center V8 delivers on a cross-portfolio, standards-based open virtualization strategy, and new hosting and subscription pricing options help make the solution more affordable. Scalable to 7,500 active agents, OpenScape Contact Center V8 offers multi-channel inbound, outbound and automated self-service that improves the effectiveness and efficiency of a company’s contact center operations.

Included with OpenScape Contact Center V8 is a scalable, software-only, SIP-based integrated IVR (Call Director SIP Service) which provides a cost effective way to front-end the contact center while delivering self-service capabilities with reduced complexity and lower cost than typical IVR solutions. Plus, as a SIP-based solution, it does not require proprietary hardware, making it easier and less costly to deploy and maintain.

With a new hosted edition optimized for service providers, customers can further reduce the financial barriers to adoption. The new modular, pay-as-you-go subscription licensing makes it an affordable option for contact center customers of all sizes. Providing pre-integration with common third party communication applications like Microsoft CRM, SAP and Siebel, further eases already strained IT departments.

“With this latest version of OpenScape Contact Center, not only do we provide Web-based desktops and an integrated IVR to bolster the classic contact center goals of productivity and customer service, we provide IT with the flexibility to meet business goals, quickly and cost-effectively,” said Scott McDonald, vice president and general manager for contact centers at Siemens Enterprise Communications. “Since it is optimized for virtualized environments, it gives IT managers increased deployment flexibility and easier management, all while saving money.”