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.
Specifications
- Type
- Omnichannel contact center software
- Version
- V12
- Max active agents
- 1,500 per system; 7,500 across 5 sites
- Agent client
- Agent Portal Web (browser)
- Channels
- Voice + email + social media + web chat (single UI)
- Management
- OSCC Web Manager + Supervisor (browser)
- AI integration
- Google Dialogflow, IBM APIs
- MS Teams interop
- Yes
- Licensing
- Fixed Rate Subscription or consumption-based
- Routing
- Skill-based + priority + multi-channel
- CMS (Contact Media Service)
- Integrated (announcements, messages, softphone port)
- Reporting
- Built-in + supervisor monitoring
Key features
- Up to 1,500 active agents per system (7,500 across 5 networked sites) — high-volume operations.
- Agent Portal Web (browser-based) — no local install, supports work-from-home.
- Parallel multi-channel: voice, email, social, web chat in one interface.
- Expanded social channel support — integration with widely used platforms.
- Mixed inbound + outbound operation — campaigns and customer support together.
- Multi-channel presence — current channel state (voice/email/chat) rendered for each agent.
- Skill-based routing + priority management.
- OSCC Web Manager and Supervisor — intuitive browser console for managers.
- Enhanced headset support in Agent Portal — improved ergonomics.
- AI integration: Google Dialogflow and IBM APIs — chatbot, NLP.
- Microsoft Teams interoperability — agents on Teams integrate with OSCC.
- New Fixed Rate Subscription model — flat pricing without consumption calculation.
- Contact Media Service (CMS) — handles announcements, messaging and softphone ports.
- Reporting + supervisor monitoring + screen-recording integration.
Typical applications
Bank customer service — large agent teams, IVR + skill-based routing + voice + email + social.
Insurance outbound campaign — progressive / preview dialing + agent rotation + multi-channel.
E-commerce support — web chat + email + social (Twitter/X + Facebook) in one UI.
Healthcare appointment contact center — IVR + appointment integration + supervisor monitoring.
Government hotline — voice self-service with Speechbot (Dialogflow) + live-agent fallback + WCAG accessibility.
Related Solutions
Related Products
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.