Siemens Enterprise Communications Receives Customer Interaction Solutions® Magazine’s 2010 Product of the Year Award
Contact center technologies distinguished for premium customer experience
Corporate Communications - Global PR
Siemens Enterprise Communications
+1 408 492 2785
Reston, VA — Feb 8, 2011
Siemens Enterprise Communications announced today 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.
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 architectures to unify 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 companies include Siemens Enterprise Communications, Cycos, and Enterasys Networks.
For more information about Siemens Enterprise Communications or Enterasys please visit www.siemens-enterprise.com or www.enterasys.com.
About Customer Interaction Solutions
Since 1982, Customer Interaction Solutions (CIS) magazine has been the voice of the call/contact center, CRM and teleservices industries. CIS magazine has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, Customer Interaction Solutions strives to continue to be the publication that holds the quality bar high for the industry. Please visit www.cismag.com for more information.
Technology Marketing Corporation (TMC) is a global, integrated media company helping clients build communities in print, in person, and online. TMC publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, NGN and InfoTECH Spotlight magazines. TMC is the producer of ITEXPO, the world’s leading B2B communications event. TMCnet.com, which is read by two million unique visitors each month, is the leading source of news and articles for the communications and technology industries. In addition, TMC runs multiple industry events: 4GWE; Smart Grid Summit; M2M Evolution; Cloud Communications Summit; Social CRM Expo; SIP Tutorial; VIPeering; Business Video Expo; CVx; Digium|Asterisk World; StartupCamp; MSPAlliance MSPWorld and more! Visit TMC Events for a complete listing and further information.
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.
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