OpenScape Contact Center Voice Portal

Create a speech-enabled automated portal to let customers help themselves while freeing up agents to handle more complex issues

First impressions are always important, so your contact center needs to deliver the best possible customer experience at the lowest cost possible to both current customers and prospects. With OpenScape Contact Center Voice Portal, you can ensure that you create a positive customer experience, optimize agent productivity and deal with customer enquiries on first contact.

Based on open standards, OpenScape Contact Center Voice Portal is a software-only solution that brings internet technologies to the world of voice. Now you can offer the convenience of touchtone and speech-enabled services to automate your customer interactions – making it faster and easier for customers to do business with you on their terms.

Key features and benefits

With OpenScape Contact Center Voice Portal you can:

• Drive first contact resolution by automating routine tasks without involving an agent, or by providing agents with essential customer information to resolve issues on first contact;
• Improve customer interactions with customer centric, intuitive, open, dialogue-based applications and seamless handoff to agents when required;
• Deploy easily with pre-built VXML based contact center integration along with expert help and support;
• Integrate seamlessly with OpenScape Contact Center Enterprise for holistic customer and life-of-call reporting;
• Create a virtual contact center with centrally located self-service applications with agents available wherever and whenever customers need them.

With OpenScape Contact Center Voice Portal at the front of your contact center, you can offer a more personalized customer experience, solve customers’ enquiries faster in one call and increase customer satisfaction.