OpenScape Contact Center Enterprise

Provide multi-channel customer care, improve first-contact resolution, and increase customer satisfaction

Your customers demand first class service and personalized support irrespective of the channel they choose to use. The first line delivery of this service lies with your agents, their knowledge and their skills. In order to keep costs in check, all organizations need to utilize contact center resources effectively across all customer interaction channels.

OpenScape Contact Center Enterprise is a multi-channel contact center software solution that meets the challenge of providing a superior customer experience, while optimizing resources. Designed to increase first-contact resolution, OpenScape Contact Center Enterprise can lower call abandon rates, improve service levels, reduce agent turnover and increase customer satisfaction.

As a multi-channel system for routing, tracking and handling customer phone, email, and web chat transactions, OpenScape Contact Center Enterprise provides intelligent skills-based routing, ensuring that all customer contacts are directed to the most qualified person to handle the call. OpenScape Contact Center Enterprise also comes with an integrated IVR that allows you to easily design call flows that achieve superior results.

Simplified management, administration

Contact center operations are simplified with a single, unified client for administration, management, historical and real-time reporting. The easy-to-use, unified multi-channel agent desktop empowers your agents with the tools to delight customers while maximizing efficiency and effectiveness, regardless of the media type.

OpenScape Contact Center Enterprise can power a virtual contact center by being centrally located in a data center (supporting agents located anywhere), or by networking multiple servers together and managed as one virtual contact center. This allows you to scale as your needs evolve with support for up to 7,500 agents.

With OpenScape Contact Center Enterprise you can:

• Seamlessly grow and expand your contact center by adding agents or media whenever required, or by networking various contact center sites, branches and/or remote agents;
• Evolve to IP without forklift investments with a single solution supporting traditional, converged or pure-IP telephony;
• Increase first contact resolution with presence and collaboration tools that enable agents to collaborate with enterprise-wide users to resolve customer issues in real-time;
• Improve productivity with intuitive, fully integrated multi-channel client desktops;
• Increase efficiency by implementing transaction-based IVR complemented by unified queuing and reporting for voice, e-mail, web collaboration and callbacks;
• Streamline contact center management with a visual and easily customizable management console;
• Treat each customer contact according to their value through differentiated routing based on available customer data;
• Align contact center activities with business workflows by integrating with existing applications via standard interfaces.