Voice & UC Portfolio

Contact Center Enterprise

The OpenScape Contact Center Enterprise Manager desktop provides a unified and easy-to-use interface for all contact center management tasks. It is a highly visual and easily customizable console organized into "work centers" dedicated to the key contact center management tasks:
  • Administering users and resources
  • Designing intelligent multi-channel, multi-site routing strategies and queue processing flows
  • Defining and viewing real-time monitoring and historical reporting across all channels
  • Creating wallboard views and streaming "ticker tape" content for Agent Desktops

OpenScape Contact Center Call Director

OpenScape Contact Center Enterprise provides a fully integrated Interactive Voice Response (IVR) system – Call Director, to frontend incoming voice contacts. Call Director gathers caller requirements by prompting callers with interactive navigation menus. OpenScape Contact Center Call Director is a fully integrated self-service and transactional call processing platform. Managers can use Design Center's convenient drag-and-drop interface to integrate the following IVR components into routing and queue processing flows:
  • Auto-attendant with navigation menu prompts
  • Caller input digit collection
  • 8GB Single Channel DDR3L 1600MHz
  • Messages and greetings
  • Estimated wait time or position in queue messages
  • Dynamic, multi-format "numbersto- speech" playback