Contact center technologies distinguished for premium customer experience

Siemens Enterprise Communications announced that OpenScape Contact Center V8 and OpenScape Fusion Social Media Integration for Contact Center received a 2010 Product of the Year Award from Technology Marketing Corporation’s (TMC®) Customer Interaction Solutions magazine, the leading publication covering CRM, call centers and teleservices since 1982.

“We’re extremely honored to be recognized by Customer Interaction Solutions magazine for our innovative contact center technologies,” said Scott McDonald, global vice president of contact centers at Siemens Enterprise Communications. “Our focus is to deliver innovative contact center solutions that are easy to deploy, easy to operate and deliver real ROI for our customers. This passion was clearly a contributing factor in our solution being acknowledged by Customer Interaction Solutions magazine.”

OpenScape Contact Center V8 won the award as an innovative multi-channel contact center software solution that allows organizations to deliver a superior customer experience, while optimizing resources. Designed to increase first-contact resolution, OpenScape Contact Center can lower call abandon rates, improve service levels, reduce agent turnover and increase customer satisfaction.

As a multi-channel system for routing, tracking and handling customer phone, email, web chat and social media contacts, OpenScape Contact Center V8 provides intelligent skills-based routing, ensuring that all customer contacts are directed to the most qualified person to handle the call. OpenScape Contact Center V8 also comes with an integrated interactive voice response that allows you to easily design call flows that achieve superior results.

The OpenScape Fusion Social Media Integration for Contact Centers incorporates real-time information from social media channels like Twitter to help organizations deliver better service and increase revenue. The social media integration platform finds Tweets based on keywords or hashtags sent out about a company’s product or brand and then captures, categorizes and sends the Tweets to the OpenScape Contact Center which then queues the Tweets using the same universal queuing and prioritization that’s used for all media. Once an appropriately skilled agent becomes available, the Tweet is presented to the agent within the regular agent desktop and the interactions are monitored using standard real-time and historical reporting tools.

“Siemens Enterprise Communications was granted a 2010 Product of the Year Award for its achievement in advancing contact center technologies. OpenScape Contact Center V8 and OpenScape Fusion Social Media Integration for Contact Center demonstrated excellence as well as provided ROI for the companies that use them,” said Rich Tehrani, chief executive officer of TMC. “Customer Interaction Solutions magazine has been honoring innovative companies for 13 years and Siemens Enterprise Communications has earned its place with this distinguished honor.”

The 13th Annual Product of the Year Award winners are featured in the January 2011 issue of Customer Interaction Solutions magazine, www.cismag.com.