SHARE



ABOUT THE AUTHOR


Allan Sulkin
Allan Sulkin, president and founder of TEQConsult Group (1986), is widely recognized as the industry's foremost enterprise communications market/product analyst....
Read Full Bio >>
SHARE



Allan Sulkin | May 25, 2010 |

 
   

Siemens Announces OpenScape Office MX for SMB Market

Siemens Announces OpenScape Office MX for SMB Market Siemens will be relying heavily on its channel partners for the success of the OpenScape Office MX in the SMB market space.

Siemens will be relying heavily on its channel partners for the success of the OpenScape Office MX in the SMB market space.

Siemens Enterprise Communications has just announced OpenScape Office MX, the successor to its HiPath OpenOffice ME offering. Customers with an installed HiPath OpenOffice ME can upgrade to the enhanced offering with a simple software upgrade requiring no changes to the hardware platform.Among the major enhancements to the MX version are a new integrated multimedia contact center, numerous usability enhancements and tighter Microsoft integration. There are over 50 new features and numerous enhancements to make installation & service easier for Siemens partners, including a Smart Services Delivery Platform (SSDP) that provides improved remote technical support via a secure remote link between Siemens services personnel, channel partners, and customers. Siemens was wise to take the needs of both its customers and channel partners into account for the new improved OpenScape Office MX offering.

Aimed at 10-150 station users, OpenScape Office MX comes pre-installed with the following:

* UC Application * Multimedia Contact Center * Voice, fax, conferencing, voicemail * Mobility--WLAN and cellular * Security--VPN and firewall * Carrier connectivity via broadband, digital, and analog lines

The new presence-enabled multi-channel (voice, fax, email) contact center allows businesses to accelerate response time and improve first contact resolution, helping to improve overall customer satisfaction. The package includes skill-based routing and VIP support, and live call recording for all agents. A single license supports all agents, groups, and supervisors

System integration enhancements to the MX version include: support of Windows 7, IE 8, and MS Exchange 2007; seamless myPortal-MS Outlook integration; Exchange calendar synchronization; Citrix & Windows Terminal Server environment support; and customizable LDAP field mapping.

OpenScape Office MX is designed to work from within Microsoft Outlook, which lets users access features such as drag and drop conferencing for up to 16 participants, call recording, and click to call from within their Outlook window. Specific user interface enhancements include: a newly designed, more user friendly myPortal UC client screen with pop ups for more functionality; scheduled callback for unsuccessful calls; individual Hotkeys for easy access to often used functions; a conference invitation that generates Outlook calendar entry; a quick search function with Directory access via myPortal for Outlook.

Siemens will be relying heavily on its channel partners for the success of the OpenScape Office MX in the SMB market space. This motivated the manufacturer to design a product that was easy and cost effective to install, initialize, and service while also satisfying the high performance needs of its customers. Service and administration capabilities such as Web-based management, intuitive wizards to simplify setup and configuration, one-step configuration, integrated phone deployment software, and remote access/updates via the Internet strongly address the issue.Siemens will be relying heavily on its channel partners for the success of the OpenScape Office MX in the SMB market space.





COMMENTS



August 16, 2017

Contact centers have long been at the leading edge of innovation in communications technology, given their promise of measurable ROI and the continual need to optimize customer interactions and sta

July 12, 2017

Enterprises have been migrating Unified Communications & Collaboration applications to datacenters - private clouds - for the past few years. With this move comes the opportunity to leverage da

May 31, 2017

In the days of old, people in suits used to meet at a boardroom table to update each other on their work. Including a remote colleague meant setting a conference phone on the table for in-person pa

August 16, 2017
World Vision U.S. is finding lots of goodness in RingCentral's cloud communications service, but as Randy Boyd, infrastructure architect at the global humanitarian nonprofit, tells us, he and his team....
August 11, 2017
Alicia Gee, director of unified communications at Sutter Physician Services, oversees the technical team supporting a 1,000-agent contact center running on Genesys PureConnect. She catches us up on th....
August 4, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, has lately been working on integrating enterprise communications into Internet of Things ecosystems. He shares examples and off....
July 27, 2017
Industry watcher Elka Popova, a Frost & Sullivan program director, shares her perspective on this acquisition, discussing Mitel's market positioning, why the move makes sense, and more.
July 14, 2017
Lantre Barr, founder and CEO of Blacc Spot Media, urges any enterprise that's been on the fence about integrating real-time communications into business workflows to jump off and get started. Tune and....
June 28, 2017
Communications expert Tsahi Levent-Levi, author of the popular BlogGeek.me blog, keeps a running tally and comprehensive overview of communications platform-as-a-service offerings in his "Choosing a W....
June 9, 2017
If you think telecom expense management applies to nothing more than business phone lines, think again. Hyoun Park, founder and principal investigator with technology advisory Amalgam Insights, tells ....
June 2, 2017
Enterprises strategizing on mobility today, including for internal collaboration, don't have the luxury of learning as they go. Tony Rizzo, enterprise mobility specialist with Blue Hill Research, expl....
May 24, 2017
Mark Winther, head of IDC's global telecom consulting practice, gives us his take on how CPaaS providers evolve beyond the basic building blocks and address maturing enterprise needs.
May 18, 2017
Diane Myers, senior research director at IHS Markit, walks us through her 2017 UC-as-a-service report... and shares what might be to come in 2018.
April 28, 2017
Change isn't easy, but it is necessary. Tune in for advice and perspective from Zeus Kerravala, co-author of a "Digital Transformation for Dummies" special edition.
April 20, 2017
Robin Gareiss, president of Nemertes Research, shares insight gleaned from the firm's 12th annual UCC Total Cost of Operations study.
March 23, 2017
Tim Banting, of Current Analysis, gives us a peek into what the next three years will bring in advance of his Enterprise Connect session exploring the question: Will there be a new model for enterpris....
March 15, 2017
Andrew Prokop, communications evangelist with Arrow Systems Integration, discusses the evolving role of the all-important session border controller.
March 9, 2017
Organizer Alan Quayle gives us the lowdown on programmable communications and all you need to know about participating in this pre-Enterprise Connect hackathon.
March 3, 2017
From protecting against new vulnerabilities to keeping security assessments up to date, security consultant Mark Collier shares tips on how best to protect your UC systems.
February 24, 2017
UC analyst Blair Pleasant sorts through the myriad cloud architectural models underlying UCaaS and CCaaS offerings, and explains why knowing the differences matter.
February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.