# OpenScape Contact Center Enterprise V12 — Omnichannel Contact Center

URL: https://www.promark.tr/en/products/openscape-contact-center
Category: Contact Center
Family: [OpenScape Contact Center](https://www.promark.tr/en/products/mitel-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.

## 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.

## 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

## Use cases

- 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.

## For a quote and BOM

https://www.promark.tr/en/contact · +90 312 544 0915 · destek@promark.tr