OpenScape Contact Centre
Build valuable customer relationships one interaction at a time
Customers evaluate the quality of service on their total experience with you. That's the sum total of impressions made throughout the relationship, across multiple channels, over time. That's why it's important to have a solution in place that integrates easily, is user-friendly and allows for monitoring and measuring performance.
Our OpenScape Contact Centre solutions do all that and more, allowing you to interact with customers at the highest level, improving satisfaction, increasing revenue and loyalty and enhancing productivity. OpenScape Contact Centre is a set of packaged software applications that improve the effectiveness and efficiency of your company's contact Centre operations through intelligent skills-based routing, agent and management tools and comprehensive reporting.
Universal queuing, routing and tracking across all your media channels
OpenScape Contact Centre is a multimedia system for routing, tracking and handling customer interactions. It gives you the advantage of intelligent routing, allowing you to decide the most efficient way to answer each contact and ensuring that the customer is always directed to the most qualified person to handle the call.
Information and data is simplified with a single unified point for administration, management and reporting. Innovative productivity tools are also available for administrators, supervisors and agents. The familiar framework for handling each media type speeds up the time it takes to resolve any customer concerns and increases employee satisfaction.
Which OpenScape Contact Centre solution is right for you?
Whatever the size and unique needs of your contact centre, the OpenScape Contact Centre portfolio provides the benefits of a unified administration console with an intuitive client desktop.
- OpenScape Contact Centre Enterprise for up to 7,500 active users
- OpenScape Contact Centre Agile for up to 100 active users
Features & Benefits
We offer embedded system features of IVR Call Director, Outbound, Callback, Web Collaboration, Networking, Multitenancy and Email to meet your unique needs and improve the efficiency and effectiveness of your call centre.
OpenScape Contact Centre Enterprise
A contact centre solution offering advanced multimedia skills-based routing for the mid-to-large contact centre supporting up 1,500 active agents on a single site and up to 7,500 active agents in multiple-server OpenScape Contact Centre environment.
- Intuitive agent desktop improves productivity
- Visual management tools for enhanced monitoring and reporting
- Unique presence and collaboration tools
- Unified queuing and reporting for voice, e-mail, web collaboration and outbound communications
- Deploy easily with modular growth and scalability
- Manage the risk of any potential system failure with the warm standby redundancy capability
- Self-service and transaction-based IVR support
- Multi-site networking support
- Integration kits for Siebel and SAP
Supports OpenScape Voice, HiPath 4000, HiPath 3000, Hicom 300 (US only) and HiPath DX (UK only). The modular design gives you the option to upgrade seamlessly and easily from OpenScape Contact Centre Agile.
OpenScape Contact Centre Agile
An innovative solution for small to medium-sized contact centres and call-handling groups. The system features group-based routing for up to 100 active agents. There is also the option to have group-based e-mail routing with unified forwarding, queuing and reporting capabilities.
- Intuitive agent desktops for efficient voice and email handling
- Unique presence and collaboration tools to maximize first contact resolution
- Visual management tools for enhanced monitoring and reporting
- Intelligent, group-based routing and call processing
- Easy deployment with reduced complexity and modular upgrade options
- Available routing, call and queue processing components such as time of day schedules and caller/email source
OpenScape Contact Centre Agile is fast, easy and cost-effective to set up with streamlined implementation and supports the HiPath 3000 communication system.
Contact us
Find out more about our OpenScape Contact Centre Solutions and how they could benefit your business.