Siemens Enterprise Communications Expands OpenScape Contact Center Portfolio with...

Siemens Enterprise Communications Expands OpenScape Contact Center Portfolio
with Proactive Customer Interaction Applications Integrated from SER Solutions

New solutions designed to simplify campaign management, improve customer
service and agent productivity, and help uncover revenue opportunities

BOCA RATON, Fla., June 1 /PRNewswire/ -- Siemens Enterprise Communications
Group today announced the addition of two new customer interaction
applications to its OpenScape(R) Contact Center Portfolio. OpenScape Contact
Center Unity (OSCC Unity) and OpenScape Contact Center Campaign Director (OSCC
Campaign Director) applications offer best-in-class capabilities for contact
center optimization, outbound predictive dialing, 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.

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In today's economic climate, contact centers need to be proactive in order to
build greater customer loyalty while making the most of existing assets,
demonstrating they deliver real value. In addition to real-time campaign and
list management, OSCC Unity and OSCC Campaign Director include Strategy
Designer, a workflow and Interactive Voice Response (IVR) tool designed to
give managers the flexibility and visibility they need to quickly build
effective contact strategies.

"Proactive contact that can integrate with and leverage an inbound contact
center's business rules and contact prioritization strategies are becoming
increasingly important in the market, both as a way to reduce costs by
leveraging agent resources more effectively, and to improve customer service
by knowing when and how to reach out to a prospect or client at those critical
moments that build customer loyalty," said Drew Kraus, Research Vice
President, Gartner.

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.

OSCC Unity helps optimize agent productivity and automate routine tasks in an
effort to improve customer satisfaction with features including:

-- Outbound predictive dialing
-- Inbound with multiple routing options
-- IVR (outbound and inbound) offering a self service option
-- Integrated digital recording and remote audio and video monitoring

OpenScape Contact Center Campaign Director

OSCC Campaign Director is available as a standalone outbound application or as
an integral part of the strategic inbound contact center. Taking advantage of
its open, standards-based architecture, OSCC Campaign Director is designed to
integrate into existing environments, leverage existing inbound contact center
systems and add outbound predictive dialing, list and campaign management
expertise to enhance contact center efficiencies. Features include:

-- Preview, progressive and predictive dialing modes
-- Skills-based outbound dialing
-- Agent-less IVR outbound applications
-- Call blending tightly integrated with OSCC Enterprise can help reduce
operating costs
-- Integrated digital recording and remote audio and video monitoring

OSCC Unity and OSCC Campaign Director benefit from the cornerstones of Siemens
technology, Open Communications and the OpenPath commitment to future
extensibility. Leveraging Open Communications, standards-based foundation,
both are designed to easily integrate into existing IT and communications
environments, regardless of vendor, as well as offer flexible deployment
models. OSCC Unity and OSCC Campaign Director also support OpenPath, which
provides a modular approach to adopting unified communications technologies,
allowing organizations to adopt them at their own pace.

For more information about these products, please visit: www.siemens.com/open.

About Siemens Enterprise Communications Group (SEN Group)
The SEN Group is a premier provider of enterprise communications solutions.
More than 14,000 employees in 80 countries carry on the tradition of voice and
data excellence started more than 160 years ago with Werner von Siemens and
the invention of the pointer telegraph. Today the company leads the market
with its "Open Communications" approach that enables teams working within any
IT infrastructure to improve productivity through a unified collaboration
experience. SEN Group is a joint venture between the private equity firm, The
Gores Group, and Siemens AG and incorporates Siemens Enterprise
Communications, Enterasys Networks, SER Solutions, Cycos and iSEC. In fiscal
2008, The SEN Group generated revenues of approximately 3.21 billion Euros.

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.

This release contains forward-looking statements based on beliefs of Siemens
management. The words "anticipate," "believe," "estimate," "forecast,"
"expect," "intend," "plan," "should," and "project" are used to identify
forward-looking statements. Such statements reflect the company's current
views with respect to future events and are subject to risks and
uncertainties. Many factors could cause the actual results to be materially
different, including, among others, changes in general economic and business
conditions, changes in currency exchange rates and interest rates,
introduction of competing products, lack of acceptance of new products or
services and changes in business strategy. Actual results may vary materially
from those projected here. Siemens does not intend or assume any obligation to
update these forward-looking statements.

SOURCE Siemens Enterprise Communications Group

Amy Martin of Siemens Enterprise Communications, +1-408-492-2785,
amy.martin@siemens-enterprise.com