OpenScape Contact Center

Deliver first-class service and personalized support across all channels of contact with Mitel’s flexible and scalable customer experience solution for OpenScape platforms. 

OpenScape Contact Center

Deliver first-class service and personalized support across all channels of contact with Mitel’s flexible and scalable customer experience solution for OpenScape platforms. 

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Benefits of OpenScape Contact Center

Increase Customer Satisfaction

OpenScape Contact Center is proven to reduce customer call abandon rates by up to 60% thanks to higher service levels which dramatically increase customer satisfaction scores.

Improve Productivity

Our powerful agent and management desktop applications, along with agent optimization tools work together to improve staff productivity by up to 30%. Agents can check the presence of teammates and use collaboration tools to respond to customer inquiries quickly so they can respond to more customer requests.

Enhance Agent Experience

Keeping your best people matters. So give them an intuitive, easy to use interface with the tools they need to provide exceptional customer service. Our Agent Portal keeps your staff happy, encouraging them to stay longer, translating into massive cost savings by having to hire and train fewer agents.

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END-TO-END CUSTOMER EXPERIENCE MANAGEMENT

  • Omnichannel Customer Journeys

    Your customers want to interact with you on their terms, whether by voice, email, chat, social media, or bots. You need to engage with them on any channel they choose and weave them all together for a contextual, holistic 360-degree view of the customer.

    OpenScape Contact Center integrates all customer interactions together, even if they started in one channel and moved to another. An “omnichannel” approach delivers more relevant, consistent customer engagements for improved satisfaction and retention.

  • Prioritizing Agent Engagement

    By combining a 360-degree view of the customer with a rules-based routing engine that matches customers to agents and self-service resources, you not only satisfy customer needs, but you improve agent engagement and satisfaction. This combination steps beyond availability routing – it means your agents will have more relevant, valuable conversations with customers.

  • Organization-wide Customer Engagement

    In a customer-driven world, the days of viewing the contact center as a separate department are over. Customer interactions may start in the contact center but could quickly escalate to any employee. An organization-wide customer engagement approach breaks down barriers of engagement and brings invaluable intelligence to the organization. Driven by a truly customer centric approach, the results are more meaningful relationships with customers, insights that contribute to the business, and focus to improve performance.

TIGHT INTEGRATION WITH OPENSCAPE PLATFORMS

The OpenScape Contact Center application works with the following OpenScape communications platforms: 

  • OPENSCAPE BUSINESS

    Offers small and medium businesses a single unified solution for voice, presence, conferencing, contact center, messaging, and mobility for up to 500 users in a single system or 2000 in networked systems.

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  • OPENSCAPE VOICE

    Combines carrier-grade reliability, security, and scalability (up to 100,000 users per node) with flexible on-premise or cloud deployment options with all of the features your enterprise needs.

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  • OPENSCAPE 4000

    Designed for enterprises from 300 to 12,000 users, OpenScape 4000 supports the full range of OpenScape UC features for high-demand users, while allowing you to keep moderate-demand desks in digital format.

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Features

  • Browser-based Agent and Supervisor application with user-friendly UI
  • 360-degree view of customer interactions
  • Skills-based routing of inbound and outbound voice, callbacks, IVR, email, web chat, voicemail, fax, social media, and bots
  • Soft phone client and desk phone options
  • Integrated self-service IVR with speech recognition and text-to-speech for custom call flows

 

 
  • Standard call recording built in
  • Presence and collaboration tools
  • Mobile supervisor app keeps managers informed on the go
  • Graphical Design Center for building call routing strategies
  • Real-time, historical and Life-of-Call reports for informed business decisions

 

 

ADDITIONAL DEVICES

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