Siemens launches OpenScape Cloud Contact Center Services

Siemens Enterprise Communications has introduced a new cloud solution for contact centres.

The launch coincides with analyst predictions of a sharp rise in the deployment of SaaS applications in the contact centre environment.

The launch of OpenScape Cloud Contact Center Services to the UK market follows the June 15th agreement of a global distribution partnership under which Siemens will exclusively resell the inContact cloud contact centre portfolio under the OpenScape Cloud Contact Center brand in the UK.

OpenScape Cloud Contact Center is based on the SaaS contact centre platform from inContact, a provider of on-demand contact centre software and agent optimisation tools, and designed to simplify the agent interface, streamline contact centre management and improve the customer experience, all at a lower TCO than premise-based solutions.

The solution promotes flexibility in day-to-day operations by enabling companies to easily add part-time, temporary or seasonal agents to their existing contact centre.

Scott McDonald, Global Vice President of Contact Centres at Siemens, said: "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."

Paul Jarman, CEO, inContact, added: "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 an opportunity for UK contact centres to embrace the cloud."

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