OpenScape Contact Center
Last Updated
Overview
OpenScape Contact Center helps organizations deliver personalized, omnichannel customer service with real-time analytics, skill-based routing, agent optimization tools, and comprehensive reporting. Although advanced customization may require vendor partner support, its scalable platform is ideal for medium to large enterprises seeking efficient, consistent, and high-quality customer experiences.
OpenScape Contact Center Specifications
- Interactive Voice Response (IVR)
- Call Recording
- Call Monitoring
- Call Reporting And Analytics
OpenScape Contact Center Features
Agent Supervisor UI
OpenScape Contact Center provides browser-based agent and supervisor applications with an intuitive interface. Agents handle interactions faster, while supervisors monitor queues, performance, and availability in real time. The web-based design supports flexibility, improves visibility, and helps teams deliver across channels.
Customer Interaction View
With a complete customer interaction history, agents gain immediate context during every conversation. Voice, email, chat, and digital records appear in a single view, reducing duplication. This unified visibility supports personalized responses, faster resolutions, and stronger relationships throughout the customer journey.
Skills-Based Routing
Intelligent skills-based routing connects each interaction to the most suitable agent automatically. Calls, messages, callbacks, and digital inquiries are distributed using skills and availability. This approach shortens wait times, balances workloads, improves first-contact resolution, and ensures customers receive timely support.
Flexible Telephony Options
Agents can choose between soft phone clients and traditional desk phones for voice handling. This flexibility supports different work styles and environments. Seamless switching enables reliable call control, audio quality, and uninterrupted communication, whether agents work remotely or from locations.
Self-Service IVR
An integrated self-service IVR allows callers to resolve needs without waiting for agents. Speech recognition and text-to-speech guide users through custom call flows. Automated handling reduces call volumes, improves routing accuracy, and delivers faster answers while maintaining a smooth experience.
Pros And Cons of OpenScape Contact Center
Pros
Enhances productivity for agents and managers
Includes speech-enabled self-service IVR functionality
Provides real-time and historical reporting insights
Cons
Uptime pages sometimes display redirect-related issues
System complexity appears during forum troubleshooting
OpenScape Contact Center Reviews
Total 2 reviews
4.5
All reviews are from verified customers
Rating Distribution
5
Stars50%
4
Stars50%
3
Stars0%
2
Stars0%
1
Stars0%
Share your experience
Manufacturing, N/A employees
“frequent updates and new features”
Pros
It's a solid product and the company keeps it current with frequent updates and new features.
Cons
One downside is that they tend to be fairly slow when it comes to providing quotations.
Rating Distribution
Ease of use
8
Value for money
8
Customer Support
7
Functionality
8
Manufacturing, N/A employees
“great actionable reports”
Pros
One of the most valuable parts of this tool is the reporting. It gives us useful customer service data we can actually act on and after reviewing those reports, we were able to implement a call back feature to improve the overall service experience.
Cons
I don't have any complaints about the tool for what we use it for.
Rating Distribution
Ease of use
10
Value for money
10
Customer Support
10
Functionality
10
Frequently Asked Questions
What types of pricing plans does OpenScape Contact Center offer?
OpenScape Contact Center cost is customized according to the organizational requirements. Request a personalized OpenScape Contact Center price plan for your business today!
Does OpenScape Contact Center have a mobile app?
Yes, OpenScape Contact Center has mobile apps for Android and iOS users.
Does OpenScape Contact Center offer an API?
Yes, OpenScape Contact Center offers an API.
What level of support does OpenScape Contact Center offer?
OpenScape Contact Center provides support via phone, online form, and a help center.
What language does OpenScape Contact Center support?
OpenScape Contact Center supports English, French, German, Spanish, Dutch, Swedish, and Bulgarian languages.
Who are the typical users of OpenScape Contact Center?
OpenScape Contact Center features are used by organizations across multiple industries and sectors, such as government, hospitality, healthcare, retail, manufacturing, education, and financial services.
What other apps does OpenScape Contact Center integrate with?
OpenScape Contact Center connects seamlessly with a variety of CRM systems, workforce management tools, IVR platforms, and custom business applications.