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Siemens Enterprise Communications Releases OpenScape Contact Center V8

By Shamila Janakiraman
TMCnet Contributor

Siemens Enterprise Communications (News - Alert), a provider of enterprise communications solutions announced the release of OpenScape Contact Center V8, an innovative contact center application optimized for data center and virtualized environments.

This contact center application is an open and reliable solution which allows easy deployment, simplified management and enables server consolidation from both server and desktop perspective, said company sources.

Users of the solution will be able to run OpenScape   Contact Center V8 software on their VMware data center infrastructure instead of using proprietary hardware at each location. The new capabilities of the OpenScape Unified Communications (News - Alert) Server 2010 and Siemens Enterprise Communications relationship with VMware will enable businesses to reduce operating costs with respect to hardware purchases and maintenance.

In a release Irwin Lazar, vice president, Nemertes Research said, "Virtualization is increasingly critical to IT. Ninety-three percent of companies are using virtualization to optimize server resources, allowing IT shops to save money by reducing capital and operational costs. By virtualizing contact center applications in the data center and on the client side, IT managers can maximize their virtualization investments while improving agent productivity and customer service."

                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        The features of the OpenScape Contact Center V8 include Web-based agent, supervisor and management desktops. These applications need 'zero footprint', and can provide virtual accessibility, and are also easily customized to meet the unique contact center requirements in a Web 2.0 world.

The new solution combines Web clients, software/server virtualization and new subscription licensing thereby facilitating deployment of home-based or remote agents virtually at multiple locations. OpenScape Contact center V8 offers standards-based open virtualization strategy, and new hosting and subscription pricing options on a cross-portfolio. It is also scalable up to 7,500 active agents. Besides, the OpenScape Contact Center V8 solution offers multi-channel inbound and automated self-service for improving any company's contact center operations.

"With this latest version of OpenScape Contact Center, not only do we provide Web-based desktops and an integrated IVR to bolster the classic contact center goals of productivity and customer service, we provide IT with the flexibility to meet business goals, quickly and cost-effectively," said Scott McDonald, vice president and general manager for contact centers at Siemens (News - Alert) Enterprise Communications.

He also said that since the new OpenScape solution is optimized for virtualized environments, it cost effectively offers IT managers increased deployment flexibility and easier management.