OpenScape Contact Center

OpenScape Contact Center is a Contact Center platform designed for OpenScape environments to support multi-channel service delivery.

The platform utilizes an Omnichannel architecture to unify Voice, Email, Web Chat, Social Media, Fax, Voicemail, and Bots. The system maintains interaction context as customers move between channels to provide agents with a consolidated view of customer history.

The solution employs Skills-Based Routing to assign interactions to specific agents or self-service resources based on predefined logic. Integrated IVR with Speech Recognition and Text-to-Speech manages automated call flows. The system includes Call Recording, real-time reporting, and historical analytics for operational oversight. A mobile application is available for supervisor monitoring.

Agents utilize a browser-based portal with integrated Presence and collaboration tools to manage interactions. According to the vendor, users report reductions in Call Abandon Rates of up to 60% and staff productivity improvements of up to 30%.

OpenScape Contact Center integrates with OpenScape Business, OpenScape Voice, and OpenScape 4000 infrastructure.