CASE STUDY About Siemens Siemens Digital Industry Software’s global contact center drives the cus- tomer journey for prospects that decide to reach out to the company. Nine hundred fifty agents based in 30 global locations handle around 500,000 queries annually from prospective customers who need pre-sales, sales or product support. The Challenge Josh Jennings, Global Director of Hub Sales at Siemens Digital Industries Software, recognized there was an opportunity to standardize how the of- fices around the world were managing their inbound inquiries coming from both chat and phone. Additionally, Josh saw an opportunity to extend the options for customers to communicate with the company by providing more interactive channels. He says, “If customers didn’t feel like calling, their on

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