Contact Center Software offers multi-tenancy capabilities.
January 8, 2009 -
OpenScape Contact Center's acquisition model facilitates deployment of virtualized contact center capabilities - administration/security, design/routing, and monitoring/reporting capabilities - while leveraging existing investments and skill sets. Hosted as secure multi-tenant platform in data center on one enterprise or managed services server, virtualized solution includes pre-packaged modules that offer chance to add functionality on same platform whenever needed.
Siemens OpenScape® Contact Center Offers Enhanced Multi-Tenancy Capabilities in an Easy-to-Own, Easy-to-Deploy Acquisition Model
Release Also Provides Virtualized Contact Center Capabilities in Scalable, Pre-packaged Software Modules, So Companies Can More Easily and More Affordably Add Functionality as Needs Change
BOCA RATON, Fla., Dec. 16 -- Siemens announced today the latest release of its OpenScape Contact Center, a highly scalable, virtualized contact center software platform. It is now available via a multi-tenancy license, which is acquired just once for the enterprise or managed services provider so business units or subscribers can then be added more easily upon request. In addition, pre-packaged modules offer customers the chance to add functionality on the same platform whenever needed. This acquisition model is designed to provide a simpler and more affordable way to deploy virtualized contact center capabilities, while leveraging existing investments and skill sets.
The Siemens OpenScape Contact Center solution can be hosted as a secure multi-tenant platform in a data center on just one enterprise or managed services server. With secure server partitioning, its many capabilities and services can be widely distributed among "local tenants." These are the various enterprise business units or managed service provider subscribers, which may operate from any number of different locations and have their virtualized contact center features completely and securely localized for their needs.
With enhanced multi-tenancy capabilities, operators can avoid the geographic limitations and inherent inefficiencies of having many siloed, site-based installations. Specifically, enhancements to the Siemens OpenScape Contact Center solution include:
-- Massive scalability, with up to 1,500 active agents supported by a single server, across multiple business entities, each one with separate administration and security; design and routing; and monitoring and reporting
-- Support for multiple time zones for deployments having geographically separate entities
-- A manager desktop that provides business-level permissions and system access
-- Enhanced security for improved manager/supervisor productivity within each business entity
One platform, one deployment
The OpenScape Contact Center can be deployed over virtually any existing communications or IT network infrastructure, requiring fewer IT and administration resources for support. Sharing virtualized contact center resources this way helps to minimize capital investment, while helping to maximize operational efficiency when compared to managing multiple incompatible vendor contact center platforms. The centralized approach significantly simplifies contact center management.
According to Joe Outlaw, principal contact center analyst for Frost and Sullivan, "Multi-tenant contact center applications are not new, but what is significant in this release of the Siemens OpenScape Contact Center is the level of sophisticated multi-tenant capabilities in an easy to acquire, configure and administer form factor. I expect this reduced complexity and the related cost advantages will be attractive to customers and service providers considering multi-tenant solutions."
Localized operation for each local tenant
The Siemens OpenScape Contact Center solution provides self-administration capabilities to each local tenant. It is also designed to ensure that local supervisors can control only those administrative functions, user views, reporting, routing and queue control for which they are responsible. New multiple time zone features further localize the agent and administrative functions with center-specific reports and wallboard displays. The new automated reporting facility distributed by email provides operational support regardless of the manager's physical location.
Enhanced security and data retention
The Siemens OpenScape Contact Center solution comes with enhanced security tools. Super-manager hierarchy is designed to ensure that user-based permission is required for administration, routing, monitoring, reporting and data storage functions. While this can improve permission-based supervisor roles, it can also provide greater peace of mind for customers in regulated industries, such as healthcare and financial services, that require options for tighter control and security of transactions.
"The Siemens OpenScape Contact Center solution provides a centrally managed virtual business model for enterprises and managed service providers alike that seek to optimize their allocation of both agent and system resources, while minimizing total cost of ownership," said Ross Sedgewick, Director Global Marketing Large Enterprise Solutions. "What's more, our acquisition model enables companies and service providers an easier and more affordable way to license and share the rich functionality of the Siemens OpenScape Contact Center platform while adding functionality as they grow or their needs change."
The Siemens OpenScape Contact Center solution will be available in February 2009, through all channels. System list pricing for new multi-tenancy software options start at $4,875 USD. For more info, visit: www.enterprise-communications....
About Siemens Enterprise Communications
Siemens Enterprise Communications is a joint venture between the private equity firm The Gores Group, a leading private equity firm, and Siemens AG. The joint venture incorporates Siemens Enterprise Communications GmbH & Co. KG, its worldwide affiliates and the businesses of Enterasys Networks and SER Solutions, creating a new leader in enterprise communications - strong in unified communications, contact centers and secure networks. More than 14,000 employees worldwide follow an Open Communications approach, providing enterprise communications and data networking solutions for enterprises of all sizes. This enables business processes to be more productive, faster and more secure within any network or information technology infrastructure. In fiscal 2007 Siemens Enterprise Communications generated revenues of approximately 3.2 billion Euros. For more information about Siemens Enterprise
Note: Siemens and OpenScape are registered trademarks of Siemens AG or its subsidiaries and affiliates. All other company, brand, product and service names are trademarks or registered trademarks of their respective holders.
CONTACT: Holly Hagerman, Connect Public Relations, +1-801-373-7888, hollyh@connectpr.com, for Siemens Enterprise Communications
Contacts:
Public Relations:
Connect Public Relations
Holly Hagerman
USA
Phone: 801-373-7888 E-mail this person Company Information: Name: Siemens Communications Address: 900 Broken Sound Pkwy. City: Boca Raton State: FL ZIP: 33487 Country: USA Phone: 561-923-5000 FAX: 561-923-8351
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