Atos Unify Сontact Center Enterprise

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Atos Unify OpenScape Contact Center Enterprise V10 (R2)

Atos Unify OpenScape Contact Center Enterprise V10 (R2)Helping organizations deliver business continuity and remote worker solution across multiple contact channels, enable effective user experience and selfservice and improve business decisions with actionable intelligence cost effectively and simply.

OpenScape ™ Contact Center © V10 (OSCC) – is an omni-channel integrated contact center  solution for on-premise and hosted cloud environments that empower organizations to connect with customers for effective communication and collaboration while improving agent operational efficiency, customer and business  engagement and ease of integration across its ecosystem at a competitive price.

OpenScape Contact Center (OSCC) delivers intelligent routing for a 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 of up to 7,500 active agents. Whether using inbound or outbound interactions, single-site or multi-site,  or even if you want to integrate with your existing CRM system, OpenScape Contact Center Enterprise provides the capabilities you need for your contact center. You can: 

OpenScape Contact Center V10R2 improves on earlier releases by:
OpenScape Contact Center V10R2 includes features below to be released after the general availability is announced:
Additional benefits include:

For managers, the OpenScape Contact Center Enterprise Manager application offers next-generation visualization tools for contact center engagement management and reporting. This enables supervisors and administrators to reach optimum contact-center performance.

Multi-channel presence and collaboration tools can extend engagement to experts, decision makers and knowledgeable workers across the organization, as well as across off-site locations. 

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 finances.

Agent Portal Web Integrated Softphone, video and screenshare

Agent Portal Web (APW) – is a browser-based client with a user-friendly graphic interface supporting all media channels in the contact center such as voice, callback, web chat, Email and social media contacts. With the OpenScape Contact Center V10 R2 the Agent Portal Web client has been enhanced with an integrated (WebRTC) softphone, video and screenshare capability providing support for operational continuity while giving agents device choices. The agent can handle inbound and outbound voice and video contacts by using their computer audio and video devices.

The Agent Portal Web continues to provide support for LDAP (lightweight directory access protocol), handling of team and speed lists and the 360° customer view feature 

The following benefits are also provided with the Agent Portal Web Integrated Softphone, video and screenshare capability:

Agent Portal Web also includes improved agent notification to provide audio alerts to the agent when handling email and callback contacts. The audio notification preferences such as the volume can be modified.


Agent Choice

OpenScape Contact Center Enterprise    OpenScape Contact Center Enterprise

OpenScape Contact Center Enterprise

Contact Media Service

The Contact Media Service (CMS) is a replacement for the Call Director SIP Service (CDSS) providing announcement and messaging for voice contacts. As of OpenScape Contact Center V10 R2, the CMS has been enhanced with the following additional capabilities:

Support for integrated Softphone 

With OSCC V10 R2 the CMS has been enhanced to provide support for the Agent Portal Web Integrated softphone by offering softphone ports for use in softphone communication. The CMS works as a WebRTC server providing a gateway between WebRTC and SIP/RTP to the OpenScape Voice. Each CMS server instance can support up to 300 registered WebRTC clients and multiple CMS servers can be used to scale up to support the specified 1500 agents in an OSCC system instance. Support is currently available for the OpenScape Voice (OSV) switch platform. Support for OpenScape 4000 and OSbiz switch platforms is planned for future release.

Support for video & screenshare

With OSCC V10 R2, CMS is also enhanced to provide support for video & screenshare communication by offering video & screenshare ports. It mediates the communication between WebRTC and switch platform. This feature will be a late release of OSCC V10 R2

Support for Recording

CMS voice recording support for OpenScape Contact Center users was released with OSCC V10 R1 (FR2). With OSCC V10 R2, the CMS voice recording has been expanded to support recording of non-OSCC users to help increase choice, provide convenience and reduce cost of implementing recording solutions in the customers communication environment. Support is only currently available on the OpenScape Voice switch platform and will be expanded to other Unify switch platforms in future release. 

Recording capabilities include:

An existing OSCC system must be installed in the environment to record nonOSCC users

Contact Media Service (CMS) Recorder

Contact Media Service (CMS) Recorder

Contact Media Service (CMS) Recorder

Support for Voice Portal

The CMS Voice Portal – is the new fully enabled Interactive Voice Response (IVR) providing support for Automatic Speech Recognition (ASR) and Text to Speech (TTS) capabilities as well as enabling complex voice session automated responses. The ASR and TTS capabilities are powered by Nuance speech processors. The CMS voice portal is built on the same underlying media server application and its addition expands the overall capabilities of the Contact Media Service. 

The following key licensable features are available with the CMS Voice Portal:

Remote OpenScape Contact Center Manager support

OpenScape Contact Center Manager has been tested with Windows Server 2016 "RemoteApp" so contact center managers can work remotely. It enables the OpenScape Contact Center manager application appear to run on the user's desktop like a local application even though it is hosted/run on the virtualized machine at the remote location This complements the overall OpenScape Contact Center strategy to support remote worker so all contact center users can work remotely and securely.

OpenScape Contact Center Analytics (powered by Softcom) enhancement

With OSCC V10 R2, CMS recordings are now integrated in OSCC Analytics Life of Call (powered by Softcom) so managers and supervisors can now:

Also new Supervisor Lite (entry-level analytics) is now included in sales tools. 

A 30-day free evaluation license of Supervisor Lite is included with an OSCC V10 R2 system.

Note: The full OSCC Analytics (Softcom suite) is now added to our sales toolsOSCC Analytis (LoC) Product Suite

OSCC Analytis (LoC) Product Suite

OSCC Analytis (LoC) Product Suite

Support for Chat Bots

The Chat Bot (or Virtual Agent) is able to understand what a customer types, discern their intent, respond in a conversational manner, act on the customer's behalf, and help extend their self-service options.The OpenScape Contact Center virtual agent /chatbot solution released since OSCC V9 R3 provides support for textbased conversational communication via email, web chat and social media communication with native support for Google's Dialogflow enabling Artificial Intelligence (AI) and Natural Language Processing. The solution includes Virtual Agent REST API which allows integrating the Virtual Agent with other AI/NLP provider.

Benefits include:

OSCC supports more than one Artificial Intelligence profile per OSCC tenant. This allows chatbots to handle multiple areas of interest. For example, a profile can be configured to handle requests related to language (e.g. German or English) or could be used to assign chatbots to handle requests based on a company's departments (e.g. sales, helpdesk or returns) 


The SDK ecosystem is enhanced with release of REST SDK capability. Previous SDK interfaces (based on COM method) will continue to be available. This new REST interfaces will expand OpenScape Contact Center capability to support current and future SDK integration methods and expose OSCC functionality to custom applications. 

The REST SDK released with OSCC V10 includes support for Voice (including Events), Callback, Web Collaboration, Social Media, Agent Presence, Call, Agent, Routing Controls and Real Time Statistics. Support for Email and other business proFigure 6: OSCC Analytics (LoC) Integrated Recording LoC Integrated recording Supervisor Lite Dashboard Figure 7: OSCC Analytis (LoC) Product Suite OpenScape Contact Center Enterprise V10 R2 5 cess media functionality will be delivered in future releases.

Enable Bulk Changes of Agents' Skills

Currently managers edit each individual agent's skills to allow them handle changing business requirements; for example, during a shift change. For organizations with large number of agents this repetitive change becomes time consuming, error prone and inefficient

Managers can now implement bulk changes to agent skill sets, helping to improve reaction time and processing efficiency with the ability to:

Unified Communication (UC)/Contact Center (CC) co-existence also with OpenScape 4000 switch platform

This feature enables agents to work with both OSCC and UC applications on the OpenScape Voice and now with the OpenScape 4000 switch on the same switch extension. The agent is able to handle contact center contacts while the UC application is not in use and then switch to UC when OSCC is not in use. This will enable the use of the preferred device feature, which allows agents to use other telephony end devices (for example their mobile phone or home phone) as their contact center phones.

Multiple virtual Agent Profiles per tenant

Multiple virtual Agent Profiles per tenant

Assigning Virtual Agents to a profile

Назначение виртуальных агентов профилю

Bulk Skill changes for Agent

Массовые изменения навыков для агентов

Improved Communication Features

Internal Chat between Agents and Supervisors


Chat between agents and supervisors can mimprove agent effectiveness by allowing agents to communicate with both peers and supervisors. Available in the Web Agent and Agent Portal client, this feature makes it easy to find and initiate chat sessions using the speed or team lists capability.

The supervisor or manager can manage the use of this feature by enabling or disabling permissions in their configuration Figure 9: Assigning Virtual Agents to a profile Figure 8: Multiple virtual Agent Profiles per tenant Figure 10: Bulk Skill changes for Agents 6 Trusted partner of your Digital Journey
menu on the OSCC manager client. This chat feature is available even if the contact center is not licensed for web collaboration. An agent can initiate an internal chat with another agent, even if the peer is engaged on other calls.

“Is Typing”

The web collaboration feature "Is typing" has been implemented to improve the contact handling experience between the contact and the agent. Currently when the agent is chatting with the customer via the Web Collaboration media in OpenScape Contact Center, there is no way of knowing if the other side is typing a new message. While chatting with a customer, an agent will now be informed that the customer is typing. Conversely, the customer will now be informed that the agent is typing. This gives a more natural conversation experience and improves customer satisfaction. 

Open Media Framework

The Open Media Framework is designed to integrate media types beyond the standard media available with earlier versions of OpenScape Contact Center. In earlier
OSCC releases, customers were limited to pre-defined media types such as Voice, Callback, Email and Web Collaboration. Customers are now demanding features that allow integration of other types of media. Since the OSCC V9 R1, Open Media Framework has enabled the use of other applications like Twitter, Circuit or business solutions (e.g. work ticket systems). The library of licensable preconfigured-connections will continually be added to the framework with subsequent releases.

The Open Media Framework is built on the multi-platform capability of the OpenScape Contact Center. It is seamlessly integrated with our multi-channel capabilities, -such as universal queue, routing, viewing, and reporting, which ensures a consistent customer experience across all media. Implementation of an optional 3rd party application for monitoring, filtering, sentiment analysis and aggregation will be supported via Atos/ Customer Services integrators. Access to this framework is enabled via Open Media user and Open Media Connector licenses. 

UC/CC co-existence (showing preferred device option)

UC/CC co-existence (showing preferred device option)«Is Typing» функция при использовании совместной работы в Интернете

«Is Typing» •	функция при использовании совместной работы в Интернете

Open Media connector selection

Open Media connector selection

Social Media Integration

Support for social media is built into the Open Media Framework, which contains an 'out of box' function for Facebook, Twitter and WhatsApp

This feature is designed to deliver an omnichannel experience ensuring seamless universal queue management, routing and reporting

Contact centers will be able to:

Open Media Framework Architecture

Open Media Framework Architecture

Open Media Framework Architecture

Agent Portal Web selecting Circuit and Twitter media

Mobile Supervisor Agents view

Mobile Supervisor Agents view

Mobility - Mobile and Web Supervisor

The OpenScape Contact Center Supervisor empowers the remote worker with flexibility and mobility on their Apple or Android devices or on a web browser. The supervisor can get information about their contact center via a dashboard view that provides a summary of contact center status, agent and queue view for agent and queue details respectively

The agent view provides the following features:

The queue view provides information about:

The Web Supervisor extends the supervisor's mobility and access options, providing same features available on the Mobile Supervisor App on an internet browser

Note: The Web Supervisor is currently supported only on Google Chrome browser.

Contact Center Management

The OpenScape Contact Center management is provided by the Manager Desktop and a new Manager Web. 

The new Manager Web provides a browser based interface used for configuring virtual Agents and the Artificial Intelligence environment. It is the first step to eventually move all contact center management from the previous Manager desktop to a browser based interface. 

The OpenScape Contact Center Enterprise Manager desktop provides a unified and easy-to-use interface for most contact center management tasks. It is a highly visual and easily customizable console, which is organized into 'work centers' dedicated to key contact center management tasks, including:

For multi-tenant environments, the Enterprise Manager is configurable for each tenant sharing the system.

Manager Web configuration options

Manager Web configuration options

Manager Web login screen

Manager Web login screen

Manager Web configuration options

Manager Web configuration options

Administration Center

The Administration Center is a convenient interface for the administration of contact center users, user profiles, skills, and virtual groups. Reason codes for work and availability are also configured here. This is currently only available on the OpenScape Contact Center Manager and not yet in the Web Manager. Using a simple point and click system, managers can assign highly flexible, permission-based profiles to users based on their different roles and functions in the contact center. These profiles can also determine which combination of channels each agent can handle, for example: voice, email, Web, outbound, callback. User templates and optional bulk uploads for multiple users can streamline the management of larger contact centers.

Skills, skill-proficiency levels, and skill preferences can be individually assigned to specific agents. By defining different skill levels to each agent, managers can ensure they maximize the use of the agent's qualifications. Skill-preference levels may reflect user preferences in contact handling, thereby improving agent satisfaction. Alternatively, they can be used to account for a supervisor's preference for the agent to handle a certain type of contact to fulfill training objectives

Design Center

The Design Center gives managers a visual, workflow-style tool, called the Design Editor for defining routing strategies and queue-processing flows for voice, email, OpenMedia and Web interactions. To streamline this process, it offers a library of configurable, and reusable, routing and queue processing components. Managers can then create and edit the flows using a drag-and-drop interface, where strategies are automatically checked and validated for completeness as they are created.

The Design Center offers components that can be used in multi-channel flows, such as:

Design Center с Call Director

OpenScape Contact Center Call Director

The OpenScape Contact Center Enterprise provides a fully integrated Interactive Voice Response (IVR) system, from a Call Director to front-end incoming voice contacts. The Call Director gathers caller requirements by prompting callers with interactive navigation menus.

Note: In OSCC V9, the OpenScape Contact Center Call Director is the system used for controlling and designing the voice responses. It is managed using the
OpenScape Contact Center Manager client application. The Contact Media Service (CMS) is the replacement of the Call Director SIP Service (CDSS) and provides voice processing responses for the system. It is installed on a different machine and has its own user interface for configuration.

The OpenScape Contact Center Call Director is a fully integrated self-service and transactional call processing platform. Managers can use the Design Center's convenient drag-and-drop interface to integrate the following components into routing and queue processing flows:

Multi-channel Skills-based Routing

The OpenScape Contact Center Enterprise is built on a patented, industry-leading skills-based routing engine that ensures incoming contacts are matched with the best qualified agent on a contactby-contact basis. Skills-based routing enables your managers to optimize the use of your most valuable contact center resource: your agents. By providing the optimal balance between skill requirements and service levels for each contact, contact center performance targets can be met or even exceeded. Recent improvements now support reservation of a minimum number of multi-skilled agents for critical contacts which is an important requirement for emergency services.

With the OpenScape Contact Center Enterprise Skills-based routing option, multi channel customer interactions are managed and routed through a unified queue. Voice, email, web, social media, outbound contacts, and callback, as well as any other text or non text-based media channel, are intelligently routed to blended agents, which can give managers fully integrated reporting.

Regardless of channel, the OpenScape Contact Center Enterprise automatically identifies a virtual group of agents who are fully qualified to handle the contact

Having gathered the requirements for the media channel (for example: voice, email, social media or any supported media), via an interaction through your routing strategy, the skills-based routing engine matches each contact to the best available agent.

To ensure consistent service levels, the virtual group readjusts, depending on the contact queuing time, or as the real-time performance of the contact center dictates.

To meet service level targets, even during times of higher-than-usual incoming traffic, the Performance Routing feature can speed up the pace at which the virtual group is redefined. When the definable real-time performance thresholds are met, the queue steps are automatically accelerated, so that more agents become eligible faster to handle the waiting contacts.

Managers and administrators can optimize this routing depending on which criteria they judge the most important for interaction handling in their contact center environment

Using predefined skill-scoring schemes, an intuitive interface permits the fine-tuning of the routing paradigm by biasing the weighting of specific parameters (for example: time), choosing either by queue or agent skill preference, which will then influence the routing process.

Multi-site Networking

The OpenScape Contact Center Enterprise offers optional multi-site networking to optimize skills-based routing and load balance calls across sites. This can also provide centralized real-time monitoring, as well as consolidated reporting across all sites.

Multi-site routing strategies are fully integrated into the Design Center, providing flexible compound criteria such as schedules, service levels, and resource availability, as the basis for multi-site call distribution.


The OpenScape Contact Center Enterprise multi-tenancy function allows you to create separate business units within your enterprise to securely and independently co-exist on a single contact center system. This tenant self-administration system enables each individual 'business unit' to manage its own contact center. 

Multi-tenancy is the ideal configuration for managed service providers, outsourcers and distributed multi-business unit enterprises that want the cost savings and increased control of consolidating their call centers in one convenient virtual contact center platform.


The OpenScape Contact Center Enterprise provides reporting via the OpenScape Contact Center Analytics, including ‘Duration of Call’ reporting (powered by Softcom) by the Report Center in the OpenScape Contact Center Manager

Manager Report Center

The Manager Report Center runs on a customizable, visual reporting engine which can display a virtually unlimited number of real-time, cumulative and historical reports for all channels. The flexible interface makes tailoring specific reports or formats easy, without the need for an external report writer. The Report Center can provide insight into your contact center operations, allowing for better operational monitoring, more effective decision making, and the ability to proactively spot patterns and respond, before problematic issues arise.

Report Center

The Report Center – a real- time view

Real-time and Cumulative Reporting

Real-time and cumulative views are refreshed continuously, presenting key information such as agent utilization, service levels, abandon rates and average handling time for all licensed media (voice, email, web, callback, social media, text or non-text -based media) interactions. A built-in analytic model uses actual data trends to predict performance patterns and contact volumes in real-time, improving decision-making regarding staffing resources or contact routing.

Real-time thresholds and alerts are easy to define, and are able to provide audio and visual notifications to a manager when definable operating metrics are exceeded.

Activity Logs

Detailed, searchable activity logs (see figure 19) allow managers to examine the step-by-step progression of any customer contact, or review the detailed activities of an agent for all channels throughout the day.

Multi-channel User Activity Report

Multi-channel User Activity Report

Historical Reporting

Historical reports can be created quickly simply by pointing and clicking to select data elements and report parameters. Managers can choose from a comprehensive range of statistical values for blended or channel-specific reports, for example by user, group, queue, contact type, or site.

The Report Center provides graphical, as well tabular, historical reports. Displaying historical reports in OpenScape Contact Center Enterprise's Report Viewer allows managers to adjust the report output even after the reports have been run. They can re-order and re-sort content, as well as tailor the level of detail required. Multiple reports can be opened in the Report Viewer concurrently, and are accessible with just one mouse click.

Reports can be viewed on-demand or scheduled to run on a daily, weekly, or monthly basis. Additional output options include email, printing, or content export to Excel, HTML, PDF or text file.

Report Center – Historical Report Viewer

Report Center – Historical Report Viewer

Центр вещания Broadcast Center

The Broadcast Center offers a fully-integrated interface for defining rules-based streaming statistics for wallboards, as well as ticker tape views for the agent desktop
or external plasma displays

With the integrated Broadcaster, real-time statistics and performance data for all channels can be streamed selectively to any agent's desktop. Managers can configure rule-based thresholds for wallboard or broadcaster views, to alert agents visually of changes inthe operational conditions of the contact center.

Easy-to-define distribution lists for broadcaster views ensure that the relevant data is sent to a selected group of recipients.

Agents – Empowered for improved contact quality

Agents have access to the Agent Portal (java) or the Agent Portal Web client. The OpenScape Contact Center Agent clients provide tools and information for handling multi-channel interactions more efficiently while enhancing customer service experience. 

Agent Features include:

Agent: contact handling

Агент: обработка контактов

Outgoing and incominc voice call

Исходящий и входящий голосовой вызов


Agent notification pop-up for incoming voice call


Всплывающее окно с уведомлением агента о входящем голосовом вызове


Agent: Email handling with email attachment

Агент: обработка электронной почты с вложением электронной почты

Voice Handling (Inbound, Callback, Outbound)

A full set of telephony controls and tools can now streamline the handling of incoming calls. In addition, callback or outbound calls can be created by the agent, after either being generated from a campaign list, or requested by the customer using a web-based interface. A ‘Create Callback’ component enables managers to use collected data to create a callback as part of a routing strategy or queue-processing flow.

The agent receives a screen pop-up on the desktop which shows customer data and contact details synchronized with the arrival of all interactions. A built-in interface to third-party or inhouse CRM systems can be used to automate customer file retrieval for display on the agent's screen.

OpenMedia Handling (including support for Social Media)

The OpenScape Contact Center OpenMedia capability enables support for handling all kinds of media including social media like Facebook, Twitter and WhatsApp. An agent has choice of selecting the Open Media channel that will be connected from the OpenMedia connector list.

Contacts for the selected connector is made available to the agent for handling after selection.

Email Handling

Agent Portal and Agent Desktop clients can offer tools to handle incoming and agent-initiated email interactions in both HTML and Plain Text format. A screen popup (figure 24) will be displayed for routed email contacts, which can track internal, as well as external, email forwarding and consultation. This enhances responsiveness and expedites resolution. To further streamline email handling, agents can now receive auto-suggestions based on email subject matter. Alternatively, they can use text modules, choosing from a library of selectable email templates.

The email history tool provides a range of search criteria which can track the progress of interactions and search within existing email threads. This will enable agents and managers to understand the sequence of interactions, leading to a satisfactory resolution.

Agents can reach out to customers by initiating new emails. For determining the success of an email campaign or the reactivation of customer relationships, agentinitiated emails and related replies can be tracked and reported on. Information can also be emailed to a caller even while on a call or web collaboration session, improving the quality of customer service, and reducing the need for later follow-up actions by the agent.

Web Collaboration Handlingя

The OpenScape Contact Center Web Collaboration feature is a fully integrated solution for effectively handling real-time customer dialog online, while leveraging agent clients. With the OpenScape Contact Center Web Collaboration feature you can automatically categorize, route, and queue live web interaction requests. This establishes a session which allows customers and agents to communicate in real-time via web text chat, screen-sharing, or simultaneous voice communication

To speed up interaction times, the agent can choose text from a stock of readymade content, as well as linking web pages directly from a selection, so that these items instantly appear in the customer’s browser. This allows the agent to synchronize the customer’s browser to specific content. Each web interaction and transcript will be stored in the server database.

Callback Handling

If your contact center is restricted to handling inbound customers, you may be missing opportunities to enhance customer relationships, as well as getting the full use of your agents. OpenScape Contact Center Callback helps you to fully leverage your contact center investments by providing a blended-agent desktop, which can handle inbound calls and callbacks. This helps optimize agent productivity by providing a more balanced contact volume for agents throughout the day

If required, your agents can also make sure that customer interactions are followed up on by defining callbacks. A web interface enables your customers to request callbacks at a time convenient for them. OpenScape Contact Center Enterprise also provides built-in functionality to automatically create a callback if a customer has hung up while waiting to speak to an agent.

Outbound Call Handling

With the OpenScape Contact Center Outbound option, managers can automatically import call lists for up to 10,000 outbound calls. Outbound calls are routed to agents according to their skill-set and availability, to pursue campaigns or make one-to-one marketing calls during times of lower incoming traffic. Outbound calls can also be used for customer surveys.

Real-time and cumulative views will enable managers to monitor outbound calling activity and campaign status in real-time.

Historical reports for outbound interactions allow for the documentation of outbound campaigns or outcome of customer survey calls.

Unique Presence and Collaboration Tools

To help drive first-contact resolution and responsiveness, agents can use the Team List and Team Bar features to view realtime presence and the availability status of their peers, managers, or even experts, outside the contact center. Available users can be included in a call transfer, consultation, or conference, with just a single mouse click.

Detailed presence and availability information is displayed for all channels, so that agents can easily find the right person to collaborate with, as well as being able to resolve voice, email, and web contact issues in real-time.

Using Presence Tools to Drive First-Contact Resolution

The OpenScape Contact Center Enterprise offers unique presence and collaboration tools, which can extend the customer service community even further:

Beyond the formal contact center, there are many people who may be able to help resolve customer situations: knowledge workers, experts, back office personnel, sec ond level support or account managers. Their availability status may need to be visible to the contact center agents and accessible for collaborating on customer issues or opportunities as they arise.

The agent’s desktop provides the Team Bar and Team List features. These innovative real-time presence and availability tools visually track and display the availability of other users, regardless of their physical location. Even agents in remote locations, such as home-based or roaming agents, are as easy to collaborate with as a colleague located in the next room.

Contact Center Scenarios Using Presence and Collaboration

When the need for assistance arises during a customer interaction, the agent can engage the right person on the first attempt.  

Example 1:

Example 2:

Evolve your Contact Center to IP with Investment Protection

The OpenScape Contact Center Enterprise is designed for traditional (TDM), hybrid, or pure-IP Telephony environments.

This enables you to evolve to a completely IP-enabled contact center when you are ready, while protecting your investment with infrastructure independence. OpenScape Contact Center Enterprise's flexibility in converged environments allows for the deployment of individual IP agents, whenever and wherever needed, independent of their physical location.

Due to the power of OpenScape Contact Center Enterprise's skills-based routing engine, home-based agents, branch offices or remote locations are seamlessly tied
into the routing strategies of your contact center. Distributed users can be deployed with IP soft clients or IP phones. To drive first-contact resolution, mobil solutions with voice over wireless LAN end-user devices can be leveraged to untether enterprise users, while still allowing them to collaborate on incoming calls. Presence and availability information for mobile decision makers, subject matter experts, and remote users, will enable your agents to collaborate with any user participating in the virtualized contact center.

OpenScape Contact Center Enterprise CRM Ready Integrations

To streamline integration with your CRM systems, OpenScape Contact Center Enterprise offers the following optional CRM integrations:

CRM Ready Integration for SAP 

The certified integration for SAP ICI provides a single, unified desktop with screen pop-up and CTI functionality, fully integrated into the SAP interface. It enables personalized customer service through automatic customer identification. It also allows intelligent routing of customer voice calls and emails to the best available agent based on skill-set, job role, subject knowledge, customer data, or business rules, from mySAP CRM.

CRM Ready Integration for Siebel

The validated OpenScape Contact Center Enterprise integration with Siebel 7.8 provides a unified agent view and desktop with embedded telephony controls. Agents receive a screen pop-up for each incoming customer call. To ensure optimal handling, customer needs are matched to agent qualifications based on OpenScape Contact Center skills-based routing and Siebel business rules.

Microsoft Dynamics CRM

Screen pop-ups with Microsoft dynamics CRM are included at no extra cost in OpenScape Contact Center V9. Customer records are identified and retrieved based on caller ID or IVR inputted digits, and automatically forwarded to the agent.

Ensure Business Continuity with System Redundancy

The risk of any potential system failure can be effectively managed with the Opencape Contact Center standby redundancy function. From resilient equipment to geographical split site support for full disaster recovery, this solution can be configured to meet your needs. It ensures that not a single call, e-mail, or callback is lost; that full reporting is assured even across networked nodes; and that administrative overheads are minimized through transparently synchronized add-ons, moves, and changes. All this keeps your business running, and your customers satisfied, even when problems occur.

Support for business continuity is further enhanced with the newly released support for Agent Portal Web Integrated Softphone that enables agents to work remotely with an internet connection available at the remote connection.

Simplify Integration with the OpenScape Contact Center Enterprise SDK

Sometimes, your unique business requirements need tailor-made application integration or extensions. Unify recognizes the need to extend contact center capabilities, and to integrate with existing front and back office applications while managing IT budgets and the costs of customized development

OpenScape Contact Center Enterprise's optional Software Development Kit (SDK) facilitates complete integration with other applications, like in-house or 3rd party CRM applications, as well as customized application development. The SDK helps to reduce costs, and to ensure the rapid development of customized solutions for the contact center, by offering well-documented and supported programming interfaces. With OSCC V9 R3 the SDK is now also available with REST API interfaces.


System Features

Evolve to IP with investment protection

Evolve to IP with investment protection


Manager Desktop
Web & Mobile Supervisor
Agent Portal Web
OpenScape Contact Center Call Director (optional)
OpenScape Contact Center Networking (optional)
OpenScape Contact Center Multi-tenancy (optional)
OpenScape Contact Center Open Media – Social Media (optional)
Social Media

Other Media

OpenScape Contact Center E-mail (опционально)
OpenScape Contact Center Web Collaboration (optional)
OpenScape Contact Center Callback (optional)
OpenScape Contact Center Outbound (optional)
OpenScape Contact CenterCRM Ready Integrations (optional)
Software Development Kit (SDK) (optional)
System Capacity

Note: For updated supported software and hardware information please referencethe OpenScape Contact Center release notes.

Software Platform

Support for VMware V5.5, V6, V6.5 and V6.7

For OpenScape Contact Center Email
For OpenScape Contact Center Web Collaboration

SAP CRM 7.0 with the SAP ICI interface version 3.07

Note: The support for SAP CRM 4.0, 5.0 and SAP CRM 2007 (6.0) continues unchanged as the interfaces for SAP CRM 7.0 are backwards compatible.

Support for TrendMicro Antivirus.

Server Hardware Platforms3

Two Intel Xeon E5-2609v2, 8GB RAM, 1TB HD SATA, 1GBps Ethernet, 16x DVDROM, recommended

Supported Communication Platforms
Standard Pre-Integrations
Standard Interfaces

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