In a bid to reduce complexity and bring cost advantages to the contact center, Siemens Enterprise Communications has announced the latest release of its OpenScape Contact Center offering.

 

The latest edition not only makes the software platform available as a multi-tenancy license, but also includes pre-packaged modules so that customers can add functionalities as they need them.

The highly scalable, virtualized contact center software platform now makes it even easier to get virtualized contact center capabilities while still making use of "existing investments and skill sets."

According to the company, "with enhanced multi-tenancy capabilities, operators can avoid the geographic limitations and inherent inefficiencies of having many siloed, site-based installations."

Other enhancements from the latest release include support for multiple time zones, for deployments with separate geographical entities; enhanced security; a manger desktop and improved scalability that supports up to 1,500 active agents on a single server.

Because the OpenScape Contact Center can be deployed over any network infrastructure, the amount of IT resources and administration needed to manage and maintain it is also reduced.

"The Siemens (News - Alert) OpenScape Contact Center solution provides a centrally managed virtual business model for enterprises and managed service providers alike that seek to optimize their allocation of both agent and system resources, while minimizing total cost of ownership," said Ross Sedgewick, Director Global Marketing Large Enterprise Solutions.

 

"What's more, our acquisition model enables companies and service providers an easier and more affordable way to license and share the rich functionality of the Siemens OpenScape Contact Center platform while adding functionality as they grow or their needs change."

 

The newest version of the solution will be available in February 2009 with pricing for new multi-tenancy software options starting at $4,875. Click HERE for more information.

 

Back in September, Accident Fund Insurance Company of America announced it deployed the HiPath ProCenter Enterprise solution, a component of the OpenScape Contact Center portfolio from Siemens Enterprise Communications (News - Alert).

 

The solution has helped Accident Fund to reduce their call abandon rate by almost 50 percent and allows callers to reach a live person even at times when there are fewer resources available.