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OpenScape Contact Center

Contact center solution (V12) that brings voice, callback, email, web chat and social media into one queue management. Agile: group-based routing with OpenScape Business. Enterprise: skill-based routing with OpenScape 4000, OpenScape Voice and OpenScape Business; high availability with OpenScape 4000 / Voice.

Platform guide: what it does, model comparison, FAQ
Mitel

Scope / deliverables

  • Agile: group-based (overflow) routing for OpenScape Business; voice, callback and email
  • Enterprise: 1,500 active agents per system, 7,500 across 5 networked sites; skill-based routing, outbound campaigns (preview / progressive)
  • Channels: voice, callback, email; in Enterprise also web chat, social media (Facebook, X, WhatsApp) and WebRTC video
  • IVR: Call Director for announcements, menus and estimated wait time; CMS Voice Portal for speech recognition and text-to-speech; VoiceXML in Enterprise
  • Supervision and reporting: Web Supervisor, Mobile Supervisor, Whisper Coach; real-time, cumulative and historical reports
  • Integration: CRM screen pop (Screen Pop API); SAP ICI, Siebel and REST SDK in Enterprise; data export to workforce management (WFM) software via XML
  • Promark: needs analysis, Agile/Enterprise selection, licensing, IVR design, installation and training

Tags

OpenScape Contact CenterAgileEnterpriseOmnichannelACDIVRSkill-Based RoutingCallback

Products in This Family

OpenScape Contact Center Enterprise V12 — Omnichannel Contact Center

OpenScape Contact Center Enterprise V12 — Omnichannel Contact Center

Omnichannel enterprise contact center scalable up to 1,500 active agents per system. Agent Portal Web for browser-based multi-channel contact handling (voice, email, social), Microsoft Teams interop, Google Dialogflow / IBM AI API integration.

Details