OpenScape Contact Center Agile & Enterprise Customer Service Made Simple Siemens Enterprise Communications www.siemens-enterprise.com
OpenScape Contact Center Agile & Enterprise Designed to improve first contact resolution for greater customer satisfaction and higher agent productivity Most organizations consider satisfying their customers and holding on to them as important factors in the success of their business. Customers demand first class service and personalized support irrespective of the channel they choose to use. The first line delivery of this service lies with your agents, their knowledge, skills, and productivity. All organizations need to utilize resources effectively across all customer interaction channels. Integration of the contact center with other business applications is seen as the best way to achieve this efficiency. All businesses have to meet budgetary constraints. Any solution must provide value for the money and a return on investment in order to be successful. Furthermore, the solution should contribute to the effective management of the contact center by providing an integrated solution for all media along with comprehensive reporting to allow managers to operate their contact centers at peak performance. The challenge that contact centers face is to integrate diverse communication channels, increase productivity, and improve agent performance while managing costs and keeping customers happy. However, many organizations suffer from: Customer satisfaction problems leading to defections Declining performance and productivity relative to costs Inability to improve on key transactional measures through size or volume improvements (orders, revenue, resolutions, etc). These challenges are often indicated in the contact center through the following metrics: High abandoned call rates Low first-contact resolution Missed service level targets High agent turnover rates Low customer satisfaction scores OpenScape Contact Center Agile and Enterprise meets these challenges by helping businesses keep pace with customers demands while maintaining a competitive edge. The solution is designed to maximize first-contact resolution through intelligent skills based routing along with expert presence and collaboration capabilities. The agent and manager interfaces are easy to use and packed with tools to help get the job done. The solutions are designed to meet the demands of today s multimedia contact center, while keeping pace with future requirements. At a Glance Contact Center software that s easy to implement, configure, and operate Multimedia routing and reporting for inbound and outbound voice, callbacks, IVR, email, web chat, voicemail, FAX, and social media Integrated IVR for custom call flows Built in Presence and Collaboration tools Graphical Design Center tool for building custom call routing strategies Report Center provides real-time and historical reports for operational excellence 2
Access all the tools you need to run a world class contact center Siemens Enterprise Communications OpenScape Contact Center solutions are helping thousands of companies around the globe increase market share and profitability. Whether you are a small single site informal contact center or a large multi-site mission critical contact center, OpenScape Contact Center Agile and Enterprise can help you transform your customer care. Inbound: Intelligent and flexible skills-based routing enables you to get your customers to the right person, regardless of where they re located. IVR: Our integrated IVR enables you to create the perfect mix of self-service and agentmanaged contacts. Outbound: Keep agents working on your most profitable activities with our integrated preview dialing feature or blended with our predictive dialer. CRM Integration: Pre-packaged integrations to top Customer Relationship Management (CRM) systems. Custom integrations through experienced professional services personnel. Administration Center: Add users, modify user profiles, manage agent skills, along with reason codes for work and unavailability. Design Center: Gives managers a visual, workflow-style tool for defining routing strategies and queue processing flows for voice, email and Web interactions. Report Center: A customizable, visual reporting engine to define and view a virtually unlimited number of real-time, cumulative and historical reports for all channels. 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 per system, 7500 agents per cluster Skills based routing of inbound and outbound voice, callbacks, IVR, email, web chat, voicemail, FAX, and social media Integrated IVR Pre-packaged and custom CRM integrations The power to put your customers first At Siemens Enterprise Communications, we help our customers reach their goals of developing more satisfied customers. And when it comes to customer satisfaction, we practice what we preach. From initial design to ongoing support, customer satisfaction is our top priority. Our platform Our award-winning OpenScape Contact Center Agile and Enterprise platform reliably handles over 25 billion calls per year. Our contact center software platform enables you to increase uptime, reduce security vulnerability, and increase the strength and profitability of your business. OpenScape Contact Center Agile and Enterprise give you affordable access to some of the most sophisticated contact center capabilities in the industry. Our professionals Our contact center experts understand all of the dimensions of successful contact center design and operations: software, communication systems, call flow design, workforce optimization, the customer experience and integrating customer touch points. Our consultants will work with you to analyze your business needs and deliver a solution that works for you. We can show you how your goals compare to the best in the industry and offer sound business advice based on real world experience. Experience the industry s best service Siemens Enterprise Communications offers a range of professional services including consulting, project management, systems integration and vendor co-ordination, to compliment the skills of your in-house IT staff. 3
Enrich your customer service without inflating your budget Companies can expect the installation of an OpenScape Contact Center Agile or Enterprise solution to pay for itself, typically within 12 months by experiencing increased productivity, reduced costs and higher profitability. Improved customer satisfaction Driven by greater first-contact resolution, shorter call handling times, improved overall customer service and a reduction in abandoned calls. As an example, The Texas Association of School Boards (TASB) reduced call abandon rates by 60% due to higher service levels. Reduced operating costs Being able to resolve customer inquiries on first contact lowers overall call volumes which translates into lower communication costs as well as agent salary costs. TASB lowered call volumes by more than 15% by avoiding repeat calls and callbacks. Improved productivity By using our powerful agent and management desktop applications, along with agent optimization tools, our customers have seen up to a 30% improvement in productivity. Improved call handling through the use of presence and collaboration tools help agents leverage enterprise knowledge for even better productivity. Increased revenue opportunities Customers are more open to re-purchase or accept offers following a satisfactory resolution of their service issues. As an example, Detroit Medical Center recorded increased revenues of 31% in the first month of deploying OpenScape Contact Center Enterprise Improved agent retention Our Agent Desktop application is an intuitive, easy to use interface that empowers agents with the tools to provide exceptional customer service. And when agents are happy, they tend to stay longer with your organization which translates into massive cost savings by having to hire and train fewer agents. Low implementation costs OpenScape Contact Center Agile and Enterprise are software applications that are installed easily within your current IT infrastructure. Simple to deploy, configure, operate, integrate, maintain, and evolve means lower implementation costs compared to other solutions. Who can benefit? Any organization handling customer interactions could benefit from OpenScape Contact Center solutions: Supervisors and agents see productivity and customer satisfaction improve Contact center managers gain access to integrated, easy-to-use management and reporting tools. Network and IT management are offered easy implementation using contact configuration wizards and pre-built integration kits. Maintenance and Managed Services are available to ensure software updates, upgrades, and enhancements occur seamlessly. 4
Our Professional Services team has developed a best practice process that works for clients of every size and stage of evolution. Analyze your immediate and future needs to design the right solution See you through each and every step, from requirements to deployment Provide onsite and remote support through all phases of implementation Use formal training and knowledge transfer to prepare your team to manage your new system going forward Implementing OpenScape Contact Center Agile or Enterprise can address many of the issues faced by today s contact center managers. To ensure companies gain maximum benefit from this solution, Siemens Enterprise Communications offers a range of professional services including consulting, project management, systems integration and vendor co-ordination, to compliment the skills of your in-house IT staff. To find the best solution for you, our consultants conduct a comprehensive requirements capture workshop. This enables them to understand your business needs and propose the most appropriate solution. From this information, a detailed design specification is generated. We offer full installation, integration, testing, and user training to implement the solution as defined in the design specification. Once in operation, our consultants can provide service performance checks and conduct workshops to help you improve customer service and optimize your contact center resources. Continuously driving efficiencies and customer service improvements is part and parcel of our team. The Siemens OpenScape Contact Center Solution has been a key enabler in our ability to deliver exceptional customer service. The power of the information we can get from the system is world-class and truly enables us to make timely and effective business improvements. Jo Helire-Glynn Head of Call Center Operations LateRooms.com 5
Siemens Enterprise Communications: Siemens Enterprise Communications is a premier provider of end-to-end enterprise communications 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. This promise is underwritten through our OpenScale service portfolio, which includes international, managed and outsource capability. Siemens Enterprise Communications is owned by a joint venture of The Gores Group and Siemens AG. The joint venture also encompasses Enterasys Networks, which provides network infrastructure and security systems, delivering a perfect basis for joint communications solutions. The information provided in this brochure contains merely general descriptions or characteristics of performance which in case of actual use do not always apply as described or which may change as a result of further development of the products. An obligation to provide the respective characteristics shall only exist if expressly agreed in the terms of contract. Availability and technical specifications are subject to change without notice. OpenScape, OpenStage and HiPath are registered trademarks of Siemens Enterprise Communications GmbH & Co. KG. All other company, brand, product and service names are trademarks or registered trademarks of their respective holders. 2011 Siemens Enterprise Communications GmbH & Co. KG. Status (12/2011) Siemens Enterprise Communications GmbH & Co. KG is a Trademark Licensee of Siemens AG. Siemens Enterprise Communications www.siemens-enterprise.com