OpenScape Contact Center Agile & Enterprise - ConvergeOne

OpenScape Contact CenterAgile & EnterpriseCustomer Service Made Simple.

Serving your Customers,Building your Business.It could be your greatest asset, or your biggest weakness. Is yourcontact center encouraging loyalty and pushing up profits - or isit driving customers away?“Continuously drivingefficiencies andcustomer serviceimprovements is partand parcel of our team.”Jo Helire-GlynnHead of Call Center OperationsLateRooms.comGreat customer service startswith exceptional agentsThe face of your brand. The firstpoint of contact. Your agents are thedifference between a closer relationshipand a defecting customer. Their skills,knowledge and productivity are critical –not just to your service levels, but to thesuccess of your business.So give them the tools to offer a trulypersonalized service, and to exceedcustomer expectations.Start by effectively utilizing yourresources across all customer engagementchannels. Here, integration of the contactcenter with other business applicationsoffers a performance-enhancingapproach.We know you have budget constraints,so your solution must offer value for themoney and a clear return on investment.And it should be easy to manage –bringing together all the ways yourcustomers’ want to get in touch: by phone,fax, voicemail, email, chat and socialmedia.Finally, it must offer the kind of reportingand intelligence you need to ensure yourcontact center operates at the peak of itsperformance.This is the power of OpenScape ContactCenter Agile and Enterprise.2You’re facing a major challenge. No doubt.Integrating diverse communicationchannels, and pressure to increaseproductivity and agent performance.And it’s no easy job managing costs,while keeping satisfaction high - andcustomer defections low.Is your contact center delivering? Yourmetrics will tell you: High abandoned call ratesLow first-contact resolution ratesMissed service level targetsHigh agent turnover ratesLow customer satisfaction scoresMeeting the challenges head onOpenScape Contact Center Agile andEnterprise offer the answers.They’re specifically designed to maximizefirst-contact resolution throughintelligent skills based routing, andare packed with expert presence andcollaboration capabilities.The agent and manager interfaces areeasy to use and come loaded with all toolsyou need to get the job done.And they meet your multimedia contactcenter demands today, and keep youfuture-proofed, and profitable, tomorrow.

At a Glance Contact Center software that’s easy toimplement, configure, and operateMultimedia routing and reportingfor inbound and outbound voice,callbacks, IVR, email, web chat,voicemail, fax, and social mediaIntegrated IVR for custom call flowsBuilt in Presence and CollaborationtoolsGraphical Design Center tool forbuilding your call routing strategiesWorld class real-time and historicalreportsEverything you need to run aworld class contact centerToday, OpenScape Contact Center solutionsare helping thousands of companiesaround the globe increase market shareand profitability. A small, single site,informal contact center or a large multi-siteoperation – there’s an OpenScape ContactCenter Agile and Enterprise solution thatcan help transform your business. OpenScape Contact Center Agile Single site Up to 100 concurrent agents Group based routing of inbound voice,IVR, callbacks, and email Integrated IVR Pre-packaged CRM integrations OpenScape Contact Center Enterprise Single site or multi-site networking Up to 1500 concurrent agents persystem, 7500 agents per cluster Skills based routing of inbound andoutbound voice, callbacks, IVR,email, web chat, voicemail, fax,and social media Integrated IVR Pre-packaged and customCRM integrations Inbound: Intelligent and flexible skillsbased routing to get customers to theright person, regardless ofagent locationIVR: Our integrated IVR creates theperfect mix of self-service and agentassisted contactsOutbound: Keep agents working onyour most profitable activities with theintegrated preview dialing feature –or blended with our predictive dialerCRM Integration: Pre-packagedintegration into leading CustomerRelationship Management (CRM)systems. Custom integrations throughexperienced professional servicespersonnelAdministration Center: Add users,modify user profiles, manage agentskills, along with reason codes for workand unavailabilityDesign Center: A visual, workflow-styletool for managers to define routingstrategies and queue processing flowsfor voice, email and Web interactionsReport Center: A customizable,visual reporting engine able to createa virtually unlimited number ofreal-time, cumulative, and historicalreports for all channels.“The power of theinformation we canget from the systemis world-class andtruly enables us tomake timely andeffective businessimprovements.”Jo Helire-GlynnHead of Call Center OperationsLateRooms.com3

Power to put yourcustomers first.We will help you reach your goals of developing more satisfiedcustomers. And when it comes to customer satisfaction, wepractice what we preach. From initial design to ongoing support,your satisfaction is our top priority.25 billion and countingOver 25 billion calls are handled everyyear on OpenScape Contact Center Agileand Enterprise platforms. They deliverthe kind of proven reliability you needto increase uptime, reduce securityvulnerability, and to increase the strengthand profitability of your business.It’s truly affordable access to some ofthe most sophisticated contact centercapabilities in the industry.“The OpenScapeContact CenterSolution has beena key enabler inour ability todeliver exceptionalcustomer service.”Jo Helire-GlynnHead of Call Center OperationsLateRooms.com4Real world expertsMany firms understand the contactcenter environment – but not like we do.Our experts have design and operationscovered: software, communicationsystems, call flow design, workforceoptimization, the customer experienceand integrating customer touch points.We’ll work with you to analyze yourbusiness needs and deliver the solutionthat works for you. Not only that, we canshow how your goals compare to the bestin the industry – and offer sound businessadvice based on real world experience.Quality service starts hereWe offer a range of professionalservices including consulting, projectmanagement, systems integration andvendor co-ordination to compliment theskills of your in-house IT staff. Analyze your immediate and futureneeds to design the right solutionSee you through each and every step,from requirements to deploymentProvide onsite and remote supportthrough all phases of implementationUse formal training and knowledgetransfers to prepare your team tomanage your new system going forwardOnce in operation, our consultants canprovide service performance checks andconduct workshops to help you improvecustomer service and optimize yourcontact center resources.

Better service withoutmore budgetYou can expect the installation of anOpenScape Contact Center Agile orEnterprise solution to pay for itself fast –typically within 12 months. That’s thanksto increased productivity, reduced costsand higher levels of profitability.Customer satisfaction upThe Texas Association of School Boards(TASB) reduced its call abandon ratesby 60% thanks to higher service levels.This is just one example of how, aidedby greater first-contact resolution andshorter call handling times, we’re helpingpush up your customer satisfaction score.Productivity upWhen agent productivity is needed,our powerful agent and managementdesktop applications, along with agentoptimization tools, come into their own.It’s not unusual for customers to enjoyup to a 30% improvement in productivity,thanks to our solutions. Add improvedcontact handling through the use ofpresence and collaboration tools, andbetter informed agents can furtheraccelerate their productivity.Revenue opportunities upA happy customer is a sales opportunity.They’re more open to re-purchase orto accept offers following a satisfactoryresolution. Need some proof?Detroit Medical Center recordedincreased revenues of 31% in the firstmonth of deploying OpenScapeContact Center Enterprise.Agent retention upKeeping your best people matters. So givethem an intuitive, easy to use interfacethat offers agents all the tools they needto provide exceptional customer service.This is exactly what our Agent Desktopdoes – helping to keep your people happyand encouraging them to stay longer. Andthe result? Massive cost savings by havingto hire and train fewer agents.“Texas Association ofSchool Boards (TASB)reduced call abandonrates by 60% due tohigher service levels.”“TASB lowered callvolumes by more than15% by avoiding repeatcalls and callbacks.”Implementation costs downIt’s software! OpenScape Contact CenterAgile and Enterprise are softwareapplications that can be easily installedin your current IT infrastructure.They are simple to deploy, configure,operate, integrate, maintain, and evolve.And software means lower implementationcosts compared to other solutions.Operating costs downResolving customer inquiries on firstcontact lowers overall call volumes.This translates into lower communicationcosts, as well as agent salary costs.Using OpenScape Contact CenterEnterprise, the TASB lowered callvolumes by more than 15% by avoidingrepeat calls and callbacks.5

About UnifyUnify—formerly known as Siemens Enterprise Communications—is one of the world’s largest communications softwareand services firms. Our solutions unify multiple networks, devices and applications into one easy-to-use platform thatallows teams to engage in rich and meaningful conversations. The result is a transformation of how the enterprisecommunicates and collaborates that amplifies collective effort, energizes the business, and dramatically improvesbusiness performance. Born out of the engineering DNA of Siemens, Unify builds on this heritage of product reliability,innovation, open standards and security to provide integrated communications solutions for 75% of the Global 500.Unify is a joint venture of The Gores Group and Siemens AG.unify.comCopyright Unify GmbH & Co. KG, 2013Hofmannstr. 51, D-81379 Munich, GermanyAll rights reserved.Reference No.: A31002-P3010-D101-2-7629The information provided in this document contains merely general descriptions orcharacteristics of performance which in case of actual use do not always apply as describedor which may change as a result of further development of the products. An obligation toprovide the respective characteristics shall only exist if expressly agreed in the terms ofcontract. Availability and technical specifications are subject to change without notice.Unify, OpenScape, OpenStage and HiPath are registered trademarks of Unify GmbH & Co. KG.All other company, brand, product and service names are trademarks or registered trademarksof their respective holders.

"The OpenScape Contact Center Solution has been a key enabler in our ability to deliver exceptional customer service." Jo Helire-Glynn Head of Call Center Operations LateRooms.com 25 billion and counting Over 25 billion calls are handled every year on OpenScape Contact Center Agile and Enterprise platforms. They deliver