OpenScape Contact Center Enterprise

Improve first-contact resolution and increase customer satisfaction with multichannel customer care

Customers demand first-class service and personalized support across all channels. As a multichannel system for routing, tracking and handling customer phone, email, and web chat transactions, OpenScape Contact Center Enterprise provides intelligent skills-based routing, ensuring that all customer contacts are directed to the most qualified person to handle the call. It lowers call abandon rates, improves service levels, reduces agent turnover and increases customer satisfaction. OpenScape Contact Center Enterprise also comes with an integrated IVR that allows you to easily design call flows to achieve superior results.

Simplified management, administration

We provide a single, unified client for administration, management, historical and real-time reporting to simplify operations. OpenScape Contact Center Enterprise can also be deployed as a virtual contact center by centrally locating it in a data center, or by networking multiple servers together. This allows you to scale easily with support for up to 7,500 agents.

With OpenScape Contact Center Enterprise you can:

  • Seamlessly grow and expand your contact center by adding agents or media when required, or by networking various contact center sites
  • Evolve to IP without forklift investments using a single flexible solution
  • Increase first contact resolution with presence and collaboration tools that enable agents to collaborate in real-timeĀ 
  • Improve productivity with intuitive, fully integrated multichannel client desktops
  • Increase efficiency with IVR, unified queuing, and reporting for voice, e-mail, web collaboration and callbacks
  • Streamline contact center management with a visual and customizable management console
  • Treat each customer contact according to their value by routing on available customer data
  • Align contact center activities with business workflows by integrating with existing applications