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Siemens Case Study

Siemens Enterprise Communications, one of the largest global electronics and engineering companies, needed to enhance its OpenScape® Contact Center portfolio in order to provide customers with advanced interactive contact center features and monitoring in a more cost effective and easier to deploy hosted package.

Known in the past as a hardware provider, Siemens wanted to focus moving forward on its software and services.  "It was important that Siemens work with a partner who could provide them with the best business solution for them, and not just the best technology," says Brad Mack, Vice President of Sales for Contact Solutions. "Contact Solutions was the logical choice."

Our hosted Contact Portal met Siemens' other criteria:

No costly professional services fees: Siemens appreciated the Contact Solutions customer-centric business model is grounded in our Continuous Improvement Practice. We are incentivized to increase the number of self-service transactions; we don't base our fees on high-ticket professional services implementations.

Open Architecture: Like the OpenScape Contact Center, Contact Solutions' Contact Portal is an open architecture solution that can integrate with any environment.

Flexible: It provides customers with a more flexible, feature rich solution with a focus on business process optimization to help improve customer satisfaction, drive agent productivity and reduce costs include integrated contact automation, platform management, robust reporting tools and enhanced caller interaction, all on a per-minute or per transaction pricing model.

Cost effective hosted IVR solution: Siemens wanted the contact automation solution they provided for their clients to be highly cost effective, ruling out a standalone IVR. "Shared IVR services are a more effective way to improve contact automation without excessive costs," said Don Greco, Siemens' Director of Solution Management for the U.S.

Working with Contact Solutions, Siemens now offers their customers world-class hosted Contact Portal applications and services and a highly cost-effective and readily available solution. Siemens' new shared Contact Portal solution and hosted service management offering helps enterprises deploy contact automation and deliver superior customer services.

"With Contact Solutions, Siemens has chosen to deliver their hosted self service offering with not only an experienced partner, but one with a highly valued core selling proposition," according to Sheila McGee-Smith, Principal Analyst at McGee-Smith Analytics. "CSI's 'secret sauce' is continuous improvement; working with customers to automate more transactions each month. That strikes at the very heart of the reason most companies choose to deploy self service applications."