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June 01, 2009

Siemens Enterprise Communications Adds New Customer Interaction Applications to Contact Center Portfolio

By Susan J. Campbell, TMCnet Contributing Editor

Siemens Enterprise Communications (News - Alert) Group has announced the addition of two new customer interaction applications to its OpenScape Contact Center Portfolio: OpenScape Contact Center Unity (OSCC Unity) and OpenScape Contact Center Campaign Director (OSCC Campaign Director).

Both applications are designed to offer best-in-class capabilities for contact center optimization, outbound predictive dialing and campaign and list management. These applications were integrated from the former SER Solutions, which is now a part of Siemens (News - Alert), and can help organizations to lower operational costs and improve contact center efficiency through improved agent productivity and customer service.

Today’s economic climate is putting increased pressure on a variety of businesses and as a result, contact centers need to be proactive in order to build greater customer loyalty, while also making the most of existing assts to deliver real value.

Beyond real-time campaign and list management, OSCC Unity and OSCC Campaign Director include Strategy Designer, a workflow and Interactive Voice Response (IVR) tool. As a result, managers have the flexibility and visibility necessary to quickly build effective contact strategies.

"Proactive contact that can integrate with and leverage an inbound contact center's business rules and contact prioritization strategies are becoming increasingly important in the market, both as a way to reduce costs by leveraging agent resources more effectively, and to improve customer service by knowing when and how to reach out to a prospect or client at those critical moments that build customer loyalty," said Drew Kraus, Research Vice President, Gartner (News - Alert), in a Monday statement.

These new applications also offer a central administration portal that can be individually tailored to a manager’s needs. Features include remote monitoring and integrated call recording, while the portal provides real-time cumulative and historical reporting that can be easily accessed with a mouse click and changes that can be done through ‘drag and drop’ moves.

With both solutions, contact centers have access to easy multi-site integration to facilitate easier call routing between locations and multi-level routing, such as skills-based, ownership and team options to help ensure the right agent handles each call. This helps to reduce call duration, improve responsiveness and increase customer satisfaction.

A stand-alone, all-in-one application, the OSCC Unity is designed for campaign-driven market segments such as collections, healthcare and insurance claims processing, financial institution application processing and loan processing.  

OSCC Campaign Director is available as a standalone outbound application or as an integral part of the strategic inbound contact center. Its open, standards-based architecture allows for easy integration into existing environments to leverage existing inbound contact center systems and add outbound predictive dialing, list and campaign management expertise to enhance contact center efficiencies.

A focus on customer satisfaction is even more important today that is has been in the past as companies are competing for fewer consumer dollars. As a result, contact centers must implement solutions that drive differentiation in the area of customer service. Such investments will help to protect the current customer base and to drive organic growth.

Susan J. Campbell is a contributing editor for TMCnet and has also written for To read more of Susan’s articles, please visit her columnist page.

Edited by Jessica Kostek

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