Siemens Delivers Contact Center Solutions with inContact

Siemens Enterprise Communications has recently introduced the OpenScape Cloud Contact Center, expanding its OpenScape line of Cloud Solutions with contact center capabilities. Based on the inContact cloud contact center portfolio, OpenScape Cloud Contact Center is the result of the Siemens and inContact global distribution agreement.

OpenScape Cloud Contact Center is designed to complement the existing OpenScape Contact Center solution, providing customers with choices for their solution and protecting their investments. Customers have the option to choose between a cloud-based contact center solution, a premise-based one, or a hybrid combination of both, depending on what suits their business needs. They can also add on to their existing premise-based contact center, enhancing their capacity and providing new functionality.

The platform for OpenScape Cloud Contact Center is unique and designed to simplify the agent interface and streamline contact center management to improve the customer experience. Part-time, seasonal, or temp agents can be added to existing contact centers, and while it offers the reliability and security of a private cloud, its deployment options are more flexible and affordable. Included in the OpenScape Cloud Contact Center are contact routing, speech recognition, GUI application development, predictive outbound dialing, workforce optimization tools, and much more.

"Siemens Enterprise Communications (SEN) have taken deliberate steps to enhance their unified communications portfolio by moving it towards the cloud," says UCStrategies UC Expert Jason Andersson. "This partnership shows their commitment to that strategy. By offering contact center solutions as a cloud service, SEN enables their current and future customers a cost effective way to invest in advanced contact center technology while minimizing the need to invest in physical infrastructure. The partnership will result in very interesting synergies and by taking an active role with InContact board of directors, SEN is also investing in their common future together."

Andersson adds, "I don't know of any provider that has such a comprehensive cloud based unified communication solution as Siemens has. Their cloud strategy is one of the strongest out there today."

According to Jim Burton of UCStrategies, "Most enterprises with more then 100 employees have a contact center. The addition of a cloud-based contact center is a natural evolution of Siemens Enterprise Communications' (SEN) product portfolio. SEN is making all the right moves to become a leader in unified communications cloud services."

OpenScape Cloud Contact Center Solutions will be made available immediately. For more information, visit www.siemens-enterprise.com.