Unify Helps Businesses Improve Customer Engagement with New OpenScape Contact Center

New user interface with 360 degree customer view enables more intuitive and responsive customer experiences

Jan 26, 2016, 06:00 ET from Unify

MUNICH and BOCA RATON, Fla., Jan. 26, 2016 /PRNewswire/ -- Unify, the Atos brand for communications software and services, today announced the new OpenScape Contact Center v9, designed to help businesses improve customer engagement to compete in today's on-demand economy. With new features that empower contact center agents to respond quickly and effectively to customer needs, OpenScape Contact Center supports businesses with a customer-first strategy to improve customer retention and loyalty.

"Successful businesses recognize 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 Center 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 Center are designed to empower agents to deliver superior customer service. OpenScape Contact Center 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 personalized 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 Center delivers all the tools needed to effectively manage a contact center, 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 Center 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 Centers are focusing on both customer experience as well as agent experience. Unify's new OpenScape Contact Center 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 organizations the actionable intelligence needed for real-time problem solving that employs the resources ideally suited to the task."

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

About Unify
Unify is one of the world's leading communications software and services brands, providing integrated communications and collaboration solutions worldwide. Our customers range in size from 5 employees to 500,000+ employees. Our solutions unify multiple voice, video and data networks, connected devices and applications into one easy-to-use platform that allows teams to collaborate effectively and efficiently – anytime, anywhere. The result is a transformation of how the enterprise communicates and collaborates that amplifies collective effort, energizes the business, improves employee satisfaction and enhances business performance. Unify has a strong heritage of product reliability, innovation, open standards and security. Our OpenScape and Circuit communications solutions provide a seamless and efficient collaboration experience – on any device. Together, the group's global team of UCC experts and service professionals set the standard for a rich communications and collaboration experience that empowers teams to deliver better results. Unify is an Atos company.

About Atos
Atos SE (Societas Europaea) is a leader in digital services with pro forma annual revenue of circa € 12 billion and circa 100,000 employees in 72 countries. Serving a global client base, the Group provides Consulting & Systems Integration services, Managed Services & BPO, Cloud operations, Big Data & Cyber-security solutions, as well as transactional services through Worldline, the European leader in the payments and transactional services industry. With its deep technology expertise and industry knowledge, the Group works with clients across different business sectors: Defense, Financial Services, Health, Manufacturing, Media, Utilities, Public sector, Retail, Telecommunications, and Transportation.

Atos is focused on business technology that powers progress and helps organizations to create their firm of the future. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and is listed on the Euronext Paris market. Atos operates under the brands Atos, Atos Consulting, Atos Worldgrid, Bull, Canopy, Unify and Worldline.

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