What does it do?
OpenScape Contact Center (OSCC) is multichannel contact center software that routes, tracks and reports inbound and outbound customer contacts. Agent desktop, supervisor views, interactive voice response (IVR), callback and reporting come ready to run. Licenses are counted as concurrent users. The current release is V12.
There are two editions. OSCC Agile is a group-based routing contact center that works with OpenScape Business and provides voice, callback and e-mail. OSCC Enterprise adds skill-based routing, web chat and social media channels, outbound campaigns, networking of multiple sites and high availability; it works with OpenScape 4000, OpenScape Voice and OpenScape Business.
The myAgent contact center built into OpenScape Business is for small teams (64 simultaneous agents). When the number of agents, the range of channels or redundancy needs go beyond that, OSCC comes in.
Who is it for and at what scale?
Citizen line, appointment and information line. Queue management with skill-based routing, IVR and callback.
Appointment, results and information lines in one queue; automatic callback for callers waiting at peak times.
Fault reporting and customer service. Information by voice response at peak load, recording and reporting.
Voice, e-mail, web chat and social media on the same agent desktop; screen pop into the CRM.
OSCC Agile or Enterprise for teams that outgrow the capacity or channels of myAgent; the existing PBX is kept.
Key features
- Group-based (Agile) and skill-based (Enterprise) routing; 1,000 skills and 2,000 queues on Enterprise
- Channels: voice, callback and e-mail; on Enterprise also web chat, Facebook, X, WhatsApp, up to 10 media types with Open Media, and WebRTC video / screen sharing
- IVR: announcements, menus, digit collection and estimated wait time with Call Director; speech recognition and text-to-speech with CMS Voice Portal; VoiceXML on Enterprise
- Callback: automatic for callers who hang up in the queue, web-requested and scheduled callbacks
- Outbound (Enterprise): preview, progressive and agentless dialing; 10,000 contacts per campaign
- Supervision: Web Supervisor, Mobile Supervisor (Android / iOS) and whisper coaching
- Reporting: real-time, cumulative and historical reports; central reporting and 150 standard reports on Enterprise
- Integration: CRM screen pop (Screen Pop API); SAP ICI, Siebel and REST SDK on Enterprise; data export for workforce management (WFM); Microsoft Teams
- Agent Portal Web (Chrome, Firefox, Edge) and WebRTC softphone
Agile and Enterprise compared
| OpenScape Business myAgent | OSCC Agile V12 | OSCC Enterprise V12 | |
|---|---|---|---|
| PBX | OpenScape Business (within UC Suite) | OpenScape Business | OpenScape 4000, OpenScape Voice, OpenScape Business |
| Agent capacity | 192 configured / 64 simultaneous (not on X1) | By license | 1,500 active per system; 7,500 across 5 networked sites; 6,000 configured users |
| Routing | Group-based | Group-based (with overflow) | Group-based + skill-based; 1,000 skills, 2,000 queues |
| Channels | Voice, fax, e-mail | Voice, callback, e-mail | Voice, callback, e-mail, web chat, social media; WebRTC video |
| Outbound campaigns | — | — | Preview, progressive, agentless |
| High availability | — | — | Warm standby (with OpenScape 4000 / Voice); geographically separated sites |
| Multitenancy and site networking | — | — | Yes (multitenancy with OpenScape 4000 / Voice) |
| Server | Inside the PBX | Windows Server 2016–2025 | Windows Server 2016–2025; VMware 6.5 / 7 / 8 |
Source: OpenScape Contact Center Enterprise V12 and Agile V12 Overview Guides (11/2025), OSCC Enterprise V12R0 Datasheet, OpenScape Business V3 Feature Description. The V12 documents give no agent limit for Agile; scale is fixed with licensing during the site survey.
myAgent or OpenScape Contact Center?
- On Enterprise, 1,500 active agents per system and 7,500 in a network
- Multichannel agent desktop including web chat, social media and video
- Skill-based routing, outbound campaigns, high availability
- With OpenScape 4000, OpenScape Voice and OpenScape Business
- Built into the PBX's UC Suite; no extra server
- Up to 64 simultaneous agents (not on X1)
- Voice, fax and e-mail channels
- For small teams and departmental contact centers
What Promark delivers
- Site survey: channels, agents, queues and PBX inventory; mapping of call flows
- Agile / Enterprise selection and license structure; BOM within 24–48 hours
- Installation of servers, PBX connection and agent clients
- Configuration of IVR, routing, callback and reports
- CRM screen pop and recording integration
- Agent and supervisor training
- Annual maintenance; field service across Türkiye and in Turkmenistan
Related catalog products
Frequently asked questions
What is contact center software and what does it do?
Contact center software routes incoming calls and other contacts (e-mail, web chat) to a suitable agent, manages waiting callers in the queue, provides voice response (IVR) and callback, and reports on agent and queue performance. OpenScape Contact Center is contact center software that works together with OpenScape PBXs.
What is the difference between OpenScape Contact Center Agile and Enterprise?
Agile is the group-based routing edition that works with OpenScape Business and provides voice, callback and e-mail. Enterprise adds skill-based routing, web chat and social media channels, outbound campaigns, site networking and high availability; it scales to 1,500 active agents per system and 7,500 in a network and works with OpenScape 4000, Voice and Business.
Is the built-in OpenScape Business contact center enough?
The OpenScape Business myAgent contact center handles voice, fax and e-mail for up to 64 simultaneous agents and needs no extra server. If you need more agents, web chat and social media, skill-based routing or redundancy, OpenScape Contact Center is installed; the PBX stays the same.
Which PBXs does OpenScape Contact Center work with?
The Enterprise edition works with OpenScape 4000, OpenScape Voice and OpenScape Business; the Agile edition works with OpenScape Business. High availability (warm standby) and multitenancy are used with OpenScape 4000 and OpenScape Voice. PBX release compatibility is checked during the site survey.
Can callers waiting in the queue get a callback?
Yes. When a caller hangs up instead of waiting, an automatic callback is created; web-requested callbacks and callbacks scheduled for a specific time are also supported. Callbacks are routed to a suitable agent like normal calls and are included in the reports.
Is there integration with CRM and recording systems?
When a call reaches an agent, the customer record opens in the CRM via the Screen Pop API; SAP ICI, Siebel and the REST SDK are supported on Enterprise. For voice recording, the CMS recording module with OpenScape 4000 and Voice or ASC recording systems are used. Data is exported to workforce management (WFM) software via XML.
Send us the PBX type, number of agents and supervisors, channels to be used (voice, e-mail, chat, social media) and CRM details by WhatsApp. We return a BOM and quote within 24–48 hours. Across Türkiye and in Turkmenistan.