Siemens Enterprise Communications Expands Outbound Dialing

Siemens Enterprise Communications Group today announced the addition of two new customer interaction applications to its OpenScape(R) Contact Center Portfolio. OpenScape Contact Center Campaign Director (OSCC Campaign Director) applications offer best-in-class capabilities for contact center optimization, outbound predictive dialing, interactive voice response and campaign and list management. Integrated from the former SER Solutions, now part of Siemens, these applications are designed to help organizations to lower operational costs and improve contact center efficiency by making agents more productive, as well as improving customer service.

OSCC Unity and OSCC Campaign Director also offer a central administration portal that can be individually tailored to a manager’s needs, with features including remote monitoring and integrated call recording. The portal provides real-time cumulative and historical reporting that can be accessed with just a mouse click and changes that are as easy as ‘drag and drop’. Not only does this require no intervention from IT, it leaves managers free to focus on agent development and other tasks. Both solutions also allow for multi-site integration for easier call routing between locations and multi-level routing, including skills-based, ownership and team options, to help ensure the right agent handles each call. This can lead to reduced call duration, greater responsiveness and increased customer satisfaction.

OpenScape Contact Center Unity OSCC Unity is a stand-alone, all-in-one application uniquely designed for campaign-driven market segments such as collections, healthcare and insurance claims processing, financial institution application processing and loan processing.