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OpenScape Contact Center Enterprise

Unified Communications > OpenScape Contact Center


OpenScape Contact Center Enterprise is an integrated multi-channel contact center solution featuring advanced skills-based routing for the mid-to-large contact center, with up to 1,500 active agents on a single site. Multiple OpenScape Contact Center servers can be networked across physical or virtual sites for increased scalability to up to 7,500 active agents. Whether inbound or outbound interactions, single-site or multisite,or integrated with your existing CRM system, OpenScape Contact Center Enterprise provides the capabilities you need for your contact center.

  • Achieve first contact resolution with intelligent multi-channel contact routing

  • Improve interaction handling efficiency with intuitive, multi-channel agent desktops

  • Streamline contact center operations with powerful management tools

  • Deploy easily with modular growth and scalability

OpenScape Contact Center Enterprise delivers empowering technology that drives first-contact resolution. Intuitive management tools and agent desktops increase your contact center's efficiency and effectiveness. Unique presence and collaboration tools enable your agents to resolve more customer issues on the first contact.

Ease of deployment with modular and multitenancy options that grow and scale with your contact center, providing flexibility and protecting your investment. The OpenScape Contact Center Enterprise Manager application offers next generation visualization tools for contact center management and reporting. This enables your supervisors and administrators to drive optimum performance in your contact center. The intuitive agent desktop for blended multi-channel interaction handling can give your organization the competitive edge it needs by improving customer service and increasing interaction handling efficiency.

multi-channel presence and collaboration tools allow you to extend the contact center to experts, decision makers and knowledge workers across the enterprise, including remote locations. Empowering agents to reach beyond the boundaries of the contact center when needed to address

customer issues can boost first-contact resolution rates, while improving agent productivity and customer satisfaction. OpenScape Contact Center Enterprise's modularity and support for both traditional and IP-telephony, including SIP, provide investment protection and accelerated ROI. Whether the contact center is centralized, or users are distributed across diverse locations, departments or functions, OpenScape Contact Center Enterprise is designed to help improve your business operations and bottom-line.

OpenScape Contact Center Enterprise offers not limited to the followings:

  • Groups or Advanced Skills-based Routing

  • Agent / Associate / CRM Agent Desktops and Attendant Console (OpenScape Voice only)

  • Simplified and consolidated administration interface

  • OpenScape Contact Center Web Collaboration

  • OpenScape Contact Center Multi-site Networking

  • OpenScape Contact Center Outbound functionality

  • OpenScape Contact Center Reporting

  • Enhanced Directory Search Functionality

  • Scalability & Intra-Enterprise Hosting

  • Certified OpenScape Contact Center CRM Ready Integration for SAP CIC and ICI, Siebel and Microsoft CRM.

  • SDK

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