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OpenScape Contact Center Enterprise

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OpenScape Contact Center Enterprise

Customers have more influence and control over needs fulfilment than ever before. How well you know them, support them and value them is critically important to business success.

OpenScape Contact Center solutions from Unify are helping thousands of companies around the globe focus on customer engagement to increase market share and profitability. A small, single site, solution or a large multi-site operation – there’s OpenScape Contact Center Agile
or Enterprise that can help support your business.

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Description

Inbound: Intelligent and flexible skills-based routing to get customers to the right person, regardless of agent location
IVR: Our integrated IVR creates the perfect mix of self-service and agent-assisted contacts
Outbound: Keep agents working on your most profitable activities with the integrated preview dialling feature – or blended with our predictive dialer
CRM Integration: Pre-packaged integration into leading CRM systems. or custom integrations from our professional services team
Administration Center: Add users, modify user profiles, manage agent skills, along with reason codes for work and unavailability
Design Center: A visual, workflow-style tool for managers to define routing strategies and queue processing flows for voice, email and Web interactions
Report Center: A customizable, visual reporting engine for real-time, cumulative, and historical reports for all channels including Life of Call.

At a Glance
• Contact Center software that’s easy to implement, configure and operate
• Agent Portal application with an industry-leading UI for the joy of use and improved agent engagement
• 360° view for a single customer truth
• Multimedia routing and reporting for inbound and outbound voice, callbacks, IVR, email, web chat, voicemail, fax, and social media
• Integrated IVR for custom call flows
• Built-in presence and collaboration tools
• Mobile supervisor app so managers are informed on the go
• Graphical Design Center for building call routing strategies
• Real-time and historical reports for improved business decisions

Unify offers packaging options with your priorities in mind: OpenScape Contact Center Agile
  • Single site
  • Up to 100 concurrent agents
  • Group-based routing of inbound voice, IVR, callbacks, and email
  • Integrated IVR
  • Pre-packaged CRM integrations
OpenScape Contact Center Enterprise
  • Single site or multi-site networking
  • Up to 1500 concurrent agents per system, 7500 agents per cluster
  • Skills-based routing of inbound and outbound voice, callbacks, IVR, email, web chat, voicemail, fax, and social media
  • Integrated IVR
  • Pre-packaged and custom CRM integrations
Click Here to download the Brochure.