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.
Be the first one to leave a review!
No review found
Starting Price
Custom
OpenScape Contact Center Specifications
Interactive Voice Response (IVR)
Call Recording
Call Monitoring
Call Reporting And Analytics
What Is OpenScape Contact Center?
OpenScape Contact Center is a scalable, omnichannel solution that enhances first-contact resolution through intelligent, skills-based routing and seamless multimedia integration. It streamlines customer service by weaving voice, email, chat, and social media into a unified 360-degree view, ensuring consistent interactions across all touchpoints. Featuring an intuitive agent portal and robust reporting tools, it helps businesses reduce call abandonment rates and boost staff productivity. This platform is ideal for organizations seeking to personalize support and optimize resource management.
OpenScape Contact Center Pricing
OpenScape Contact Center Integrations
Who Is OpenScape Contact Center For?
OpenScape Contact Center is ideal for a wide range of industries and sectors, including:
- Healthcare
- Government
- Education
- Financial services
- Hospitality
- Retail
- Manufacturing
Is OpenScape Contact Center Right For You?
OpenScape Contact Center is an excellent choice for enterprises that require a highly customizable, resilient communication hub. Its standout patented skills-based routing engine ensures every customer is matched with the most qualified expert, significantly improving satisfaction scores. Proven to reduce abandonment rates, it is a reliable powerhouse for high-volume environments. If you want a future-proof, carrier-grade system that excels in complex multi-site networking, this software provides the professional edge your business needs.
Still doubtful if OpenScape Contact Center software is the right fit for you? Connect with our customer support staff at (661) 384-7070 for further guidance.
OpenScape Contact Center Features
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.
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.
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.
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.
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.
