OpenScape Contact Center Solutions from Mitel

The OpenScape Contact Center (OSCC) V11 is an end-to-end customer engagement solution supporting up to 7,500 agents available on premise, hybrid or virtualised from the cloud. The Contact Centre is uniquely designed with a powerful routing and reporting engine, a 360-degree contact view and market-leading usability from a Circuit-like UI.
REST APIs ensure a robust ecosystem and strategic partnerships mean we can fulfill a wide variety of customer needs with Softcom for real-time analytics, ASC for Workforce Management and Genesys for very high-end contact centers.

The OpenScape Contact Center V11 features have been released in a series of feature packs and include:

  • Browser-based Agent and Mobile Supervisor interfaces for improved adoption and efficiency
  • Replacement of CDSS with CMS removes reliance on 3rd party software without compromising capabilities and allows custom languages
  • Security improvements including SAML2 (single sign on) authentication
  • Disability accessibility support with WCAG 2.0 AA
  • Improved Agent efficiency with 360° view search
  • Ecosystem expansion with:
    • Group chat collaboration for improved agent effectiveness
    • REST SDK
    • UC/CC co-existence with OpenScape 4000 (now possible with all Unify voice platforms)
    • Chat-bot integration support
    • LDAP enhancements
    • Windows 2016 Server support
The OpenScape Contact Center (OSCC) V9 is a contact center system which supports 5 -100 agents for OpenScape Business customers. It brings powerful capabilities including a 360-degree contact view and market-leading usability from a Circuit-like UI.

The OpenScape Contact Center (OSCC) V9 offers these features:

  • Browser-based Agent and Mobile Supervisor interfaces for improved adoption and efficiency
  • Security improvements including SAML2 (single sign on) authentication
  • Disability accessibility support with WCAG 2.0 AA
  • Improved Agent efficiency with 360° view search
  • Ecosystem expansion with:
    • Group chat collaboration for improved agent effectiveness
    • Chat-bot integration support
    • LDAP enhancements
    • Windows 2016 Server support

For professional integration and services for OpenScape Contact Center here in Australia, visit On-Line Communications here.