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October 13, 2011

Siemens Enterprise Communications unveils OpenScapeCloudContactCenter services in the UK

OpenScape CloudContactCenter is based on the Software-as-a-Service (SaaS) contact centre platform from inContact

By CBR Staff Writer

End-to-end enterprise communication provider Siemens Enterprise Communications has launched OpenScapeCloudContactCenter services in the UK.

The launch follows the June 15th agreement of a global distribution partnership under which Siemens Enterprise Communications will resell the on-demand contact centre software and agent optimisation tools provider inContact cloud contact centre portfolio under the OpenScapeCloudContactCenter brand in the UK.

OpenScape CloudContactCenter is based on the Software-as-a-Service (SaaS) contact centre platform from inContact and the new service is designed to simplify the agent interface, streamline contact centre management and improve the customer experience, all at a lower Total Cost of Ownership (TCO) than premise-based offerings, said Siemens.

The enterprise communications company said the new service allows companies to easily add part-time, temporary or seasonal agents to their existing contact centre, providing flexibility in the company’s day-to-day operations.

OpenScapeCloudContactCenter is hosted in inContact’s best-in-class data centres and it offers the reliability and security of a private cloud but with more flexible, yet affordable deployment options, said Seimens.

OpenScape CloudContactCenter includes: contact routing; self service; proactive contact and workforce optimisation.

The new services enables customers to choose a cloud-based, premise-based or hybrid contact centre offering based upon the best-fit for their business needs. In addition, OpenScapeCloudContactCenter enables customers to add on to an existing premise-based contact centre to provide new functionality, expand to new sites, support increased capacity needs, and to add remote or seasonal workers, said the company.

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Siemens Enterprise Communications Contact Centres global vice-president Scott McDonald said Siemens is excited to announce the availability of OpenScapeCloudContactCenter into the UK.

"The proposition of increased flexibility and scalability, higher productivity levels and also the lowered cost of delivering service is resonating strongly with organisations, especially within the current economic conditions. With the availability of our OpenScapeCloudContactCenter proposition, we have the most comprehensive contact centre portfolio in the market today," said McDonald.

inContact CEO Paul Jarman said with Gartner projecting that 75% of customer service centres are expected to use some SaaS applications in their contact centre solution by 2013, it is clear that there is a market opportunity for UK contact centres to embrace the cloud.

"We are excited to extend our partnership to the UK with Siemens Enterprise Communications to capitalise on this opportunity with a recognised leader in the market," added Jarman.

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