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January 7, 2014

Unify to improve BYOD support with updated OpenScape solution

The contact centre solution includes new mobility applications.

By Amy-Jo Crowley

Communications software provider Unify has updated its OpenScape Contact Centre Suite with mobility applications and improved analytics.

The solution now includes Mobile Agent and Mobile Supervisor applications, allowing users to access contact centres via their iOS and Android-based devices, according to the company.

Unify, formerly known as Siemens Enterprise Communications, has also partnered with Softcom to integrate its analytics solution into the contact centre. This should enable contact centre managers to uncover any weaknesses, streamline training as well as monitoring agents and statistics.

Alex Pierson, senior VP and head of Applications at Unify, said: "The enhancements announced today provide contact center managers the intelligence and insight they need to improve the efficiency and effectiveness of their operations, while providing agents and supervisors the gift of using their favorite Apple and Android devices on the job

"We are committed to evolving our OpenScape Contact Center portfolio to take full advantage of new ways to work and helping our customers make the most of their contact center solution."

Other updates include AgentDesktop, allowing agents to work anywhere on any device without having to install software on every agent’s desktop, and a social media tool that can route Facebook posts to agents.

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Stefan Fian, a system engineer for customer service applications at Infineon Technologies, said: "This [AgentDesktop] is very important for Infineon as our Service Desk workplaces are constantly changing and having to update each agent desktop would be a large effort, not only for the initial installation, but also for updates."

Unify, which recently appointed Dean Douglas as CEO, introduced Enterprise Licensing in December 2013.

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