RESTON, Va., June 15, 2011 /PRNewswire/ -- Building on the introduction of its OpenScape Cloud Solutions earlier this year, Siemens Enterprise Communications today introduced OpenScape Cloud Contact Center, an innovative, all-in-one enterprise grade offering that provides customers with advanced contact center capabilities without the cost and complexity of premise-based solutions from multiple providers. With this offering, Siemens Enterprise Communications is the only vendor to deliver a comprehensive and secure cloud unified communications (UC) solution including voice, mobility, messaging, presence, conferencing, collaboration, video and now contact center.
OpenScape Cloud Contact Center is based on the solution from inContact (NASDAQ: SAAS), the leading provider of on-demand contact center software and contact center agent optimization tools. Under a global distribution agreement, Siemens Enterprise Communications will resell the inContact cloud contact center portfolio as OpenScape Cloud Contact Center. In addition, an affiliate of Siemens Enterprise Communications will make an equity investment in inContact to fund the acceleration of development and go to market initiatives. Siemens Enterprise Communications CEO Hamid Akhavan will also take a position on the inContact Board of Directors. RBC Capital Markets acted as financial advisor and Wilson Sonsini Goodrich and Rosati acted as legal advisor to Siemens Enterprise Communications in the transaction.
"With the recent introduction of OpenScape Cloud Solutions, Siemens Enterprise Communications advanced our broad vision of communications innovation via the cloud, and this partnership adds an immediate solution for the rapidly growing cloud contact center market," said Chris Hummel, Chief Marketing Officer and President, North America, for Siemens Enterprise Communications. "We looked at many cloud contact center options, and inContact delivers the most robust, feature-rich solution to complement our existing product lines. Now we can provide our customers of all sizes around the globe with the most flexible deployment options by offering them the most comprehensive cloud, on-premise, hybrid contact center and UC portfolio in the market."
"We are pleased to be working with Siemens Enterprise Communications to bring cloud contact center solutions to customers around the world," said Paul Jarman, Chief Executive Officer for inContact. "The addition of the award-winning inContact portfolio as part of the OpenScape Cloud Contact Center solution means that new and existing contact center customers can take advantage of flexible deployment and payment options to get the most powerful solution for their needs."
OpenScape Cloud Contact Center complements the existing premise-based OpenScape Contact Center solution to deliver choice and investment protection. Customers will be able to choose a cloud-based, premise-based or hybrid contact center solution based upon what best fits their business needs and to leverage Siemens Enterprise Communications' extensive, global Managed Services capability. Also, OpenScape Cloud Contact Center enables customers to easily and affordably add on to an existing premise-based contact center to provide new functionality, expand to new sites and support increased capacity needs, teleworkers or seasonal workers.
OpenScape Cloud Contact Center runs on a unique platform designed to simplify the agent interface, streamline contact center management and improve the customer experience. It allows companies to easily add part-time, temporary or seasonal agents to their existing contact center, giving them ultimate flexibility in how they run their centers. Hosted in inContact's best-in-class data centers, OpenScape Cloud Contact Center offers the reliability and security of a private cloud with more flexible, yet affordable deployment options.
OpenScape Cloud Contact Center includes:
- Contact Routing: ACD; IVR; CTI integrations with CRM; email; chat; SMS; fax; and social media
- Self Service: speech recognition; Drag-and-drop GUI application development; pre-built applications; and prompt recording
- Proactive Contact: predictive outbound dialing; campaign management; and inbound blended dialing
- Workforce Optimization: hiring; scheduling; workforce management; voice & screen recording; quality monitoring; coaching; e-learning; and customer feedback (surveys)
Siemens Enterprise Communications will deliver OpenScape Cloud Contact Center Solutions based on the inContact platform beginning immediately.
About Siemens Enterprise Communications
Siemens Enterprise Communications is a premier provider of end-to-end enterprise communications, including voice, network infrastructure and security solutions that use open, standards-based unified communications and business applications for a seamless collaboration experience. This award-winning "Open Communications" approach enables organizations to improve productivity and reduce costs through easy-to-deploy solutions that work within existing IT environments, delivering operational efficiencies. It is the foundation for the company's OpenPath® commitment that enables customers to mitigate risk and cost-effectively adopt unified communications. Jointly owned by The Gores Group and Siemens AG, Siemens Enterprise Communications includes Cycos and Enterasys Networks. For more information about Siemens Enterprise Communications or Enterasys please visit www.siemens-enterprise.com or www.enterasys.com.
Note: Siemens Enterprise Communications & Co K.G. is a trademark licensee of Siemens AG. HiPath, OpenOffice, OpenScape and OpenStage, are registered trademarks of Siemens Enterprise Communications & Co K.G. or its affiliates. All other company, brand, product and service names are trademarks or registered trademarks of their respective holders.
This release contains forward-looking statements based on beliefs of Siemens' management. The words "anticipate," "believe," "estimate," "forecast," "expect," "intend," "plan," "should," and "project" are used to identify forward-looking statements. Such statements reflect the company's current views with respect to future events and are subject to risks and uncertainties. Many factors could cause the actual results to be materially different, including, among others, changes in general economic and business conditions, changes in currency exchange rates and interest rates, introduction of competing products, lack of acceptance of new products or services and changes in business strategy. Actual results may vary materially from those projected here. Siemens does not intend or assume any obligation to update these forward-looking statements.
SOURCE Siemens Enterprise Communications