Siemens launches cloud computingSiemens Enterprise Communications has pledged to transform the delivery of call centre technology by bringing its cloud service to the UK.
Announced at the Call Centre Expo, the OpenScape Cloud Contact Centre service is delivered by the SaaS (Software as a Service) model, and Siemens says this allows for unlimited flexibility when adding part time or temporary agents.
The software is also designed to simplify the agent interface, streamline management of contact centre technology and improve customer satisfaction by integrating channels.
Openscape offers advanced functionality such as ACD (Automoatic Call Distribution), self-service, voice and screen recording, and support for social media channels.
“We are excited to announce the availability of OpenScape Cloud Contact Center into the UK,” said Scott McDonald, global VP of contact centres at Siemens. “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 OpenScape Cloud Contact Center proposition, we have the most comprehensive contact centre portfolio in the market today,” he added.
InContact provides the technology behind Openscape and InContact CEO Paul Jarman spoke at Call Centre Expo about the future of cloud technology: “Cloud-based solutions are working for a lot more enterprise businesses than you would think, as they get all the control over the system that they need, but they just don’t need it to sit on their data centre.
“And for small to medium-sized businesses, cloud solutions just make everything a lot more simple – they get reduced IT management requirements, it’s pay-as-you-go, so there’s no capEx, but they still get the world-class systems that some Fortune 500 companies are getting.
“We’re anticipating a greater desire for cloud-base software, as companies realise it allows them to seamlessly manage multiple locations and even agents based at home, making it easier to retain valuable workers,” he concluded.
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