OpenScape Contact Center Agile

Access cutting edge multi-channel functionality with our software-based solution targeted at contact centers with up to 100 active agents

In order to meet the high demand of customers, you need the contact management capabilities that a contact center system provides but may have budget pressures and limited skilled resources to implement and operate the system.

Providing superior customer service is a key competitive differentiator. The challenge is to implement a contact center system that is fully featured, yet simple to implement and operate. We can help you meet your customer service needs with OpenScape Contact Center Agile, our cost-effective and easy to implement multi-channel contact center solution.

OpenScape Contact Center Agile is an all-in-one software application targeted at small to mid-sized contact centers that delivers:

• Intelligent group-based routing for voice, email and callback;
• Up to 100 active agents (including remote and distributed);
• Highly visual, easy-to-use Manager Desktop requiring minimal training;
• Powerful Agent Desktop for improved productivity;
• Innovative presence and collaboration tools to help agents achieve first contact resolution;
• Integrated IVR for easy, end-to-end call flow design and execution;
• Out-of-the-box software-only solution that fits easily within your IT infrastructure;
• Integration with Microsoft® CRM as standard;
• Seamless upgrade to OpenScape Contact Center Enterprise for investment protection

OpenScape Contact Center Agile is fast, easy and cost-effective to set up with streamlined implementation and flexible deployment options (supporting traditional TDM, pure IP or hybrid). Deliver a superior customer experience through intelligent group-based routing, intuitive agent and management tools, and comprehensive reporting.

Key features and benefits

• Maximum first-contact resolution
• Improved agent and manager productivity
• Gains in customer satisfaction and retention
• Investment protection