Helping organizations engage across many communication channels, simply and efficiently, to improve business decisions at a reduced cost.
OpenScape™ Contact Center© V9 is an omni-channel integrated contact center solution designed to improve engagement at a very competitive price. It advances an organization’s ability to more effectively deploy agent and supervisor resources, as well as providing new ways of handling interactions. It also improves engagement with vendors and partners, and expands ecosystem options with a modern REST SDK.
OpenScape Contact Center delivers intelligent routing for a mid-to-large contact center, with up to 1,500 active agents on a single site. Multiple OpenScape Contact Center servers can be networked across physical or virtual sites for increased scalability of up to 7,500 active agents. Whether using inbound or outbound interactions, single-site or multi-site, or even if you want to integrate with your existing CRM system, OpenScape Contact Center Enterprise provides the capabilities you need for your contact center. You can:
• Achieve first-contact resolution with intelligent multi-platform routing and 360 degree contextual engagement view;
• Improve interaction handling efficiency with intuitive, multi-channel agent desktops;
• Streamline contact center operations with powerful management tools;
• Deploy easily with modular growth and scalability.
OpenScape Contact Center V9R3 improves on earlier releases of V9 (R0, R1 and R2) by
• Reducing costs, improving Agent utilization with expanded chat bot/ virtual agent support Integration with choice of AI providers
• Improved operational efficiency with Agent Portal Web expanded features such as support for Email, LDAP and 360° view
• Future proof, enhanced ecosystem access with REST APIs
• Expanded IT policy compliance with Windows Server 2016 support
• Improved handover success through presence awareness with UC/CC co-existence on OpenScape 4000
• Security enhancements – improved and secure password management (use of NIST and OWASP recommended mechanism to handle passwords)
• Unify platform support: OpenScape Voice V9R3, OpenScape 4000 V8R1, OpenScape Business V2 and OpenScape UC V9R3
For managers, the OpenScape Contact Center Enterprise Manager application offers next-generation visualization tools for contact center engagement management and reporting. This enables supervisors and administrators to reach optimum contact center performance.
Multi-channel presence and collaboration tools can extend engagement to experts, decision makers and knowledgeable workers across the organization, as well as across off-site locations. OpenScape Contact Center Enterprise’s modularity and support for both traditional and IP-telephony, including SIP, provide investment protection and accelerated ROI. Whether the contact center is centralized, or users are distributed across diverse locations, departments or functions, OpenScape Contact Center Enterprise is designed to help improve your business operations and finances.
Source: unify.com
