Unify Helps Businesses Improve Customer Engagement with New OpenScape Contact Centre

PRESS RELEASE: Unify, the Atos brand for communications software and services, announced the new OpenScape Contact Centre v9, designed to help businesses improve customer engagement to compete in today’s on-demand economy. With new features that empower contact centre agents to respond quickly and effectively to customer needs, OpenScape Contact Centre supports businesses with a customer-first strategy to improve customer retention and loyalty.

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“Successful businesses recognise that customer engagement and superior customer service are critical differentiators in today’s competitive environment,” said Peter Kuerpick, Executive Vice President, Product House, for Unify. “More than ever, consumers expect to control and influence how and when their needs are met. OpenScape Contact Centre was designed and enhanced to make it easy for businesses to intelligently manage customer engagement across the enterprise for greater user and customer satisfaction.”

Key new features in OpenScape Contact Centre are designed to empower agents to deliver superior customer service. OpenScape Contact Centre features a new user interface, modeled on Unify’s groundbreaking Circuit platform, for joy of use and simpler deployment. It also supports a 360 degree customer view, providing a complete contextual history of all details and contact with a customer, regardless of media channel, to ensure a streamlined and personalised customer experience. Additionally, the solution provides embedded presence and collaboration tools so agents can easily connect with colleagues and managers to speed contact resolution.

OpenScape Contact Centre delivers all the tools needed to effectively manage a contact centre, including a patented workflow-style routing designer, flexible real-time and historical reporting capabilities, Life-of-Call Analytics capability that provides actionable intelligence, a mobile supervisor application to ensure connectivity on the go and a mature SDK and APIs for ecosystem integration.

OpenScape Contact Centre provides a robust, all-in-one portfolio of applications and services including integration with key business processes, social media integration and mobility capabilities to support user flexibility. It supports on-premise, cloud and hybrid deployment models, so businesses can select the model that best fits their needs.

“Contact Centres are focusing on both customer experience as well as agent experience. Unify’s new OpenScape Contact Centre v9 provides enhanced capabilities such as a 360 degree agent view of the customer, enabling agents to better serve customers,” said Blair Pleasant, President and Principal Analyst, COMMfusion LLC. “Its workflow-style routing and call history analytics give organisations the actionable intelligence needed for real-time problem solving that employs the resources ideally suited to the task.”

OpenScape Contact Centre v9 will be available in February from Unify and its global network of partners.