Unify OpenScape Overview

Unify Contact Center solutions offers three different focuses: outbound call centers, inbound call centers and cloud-based contact centers.

The inbound contact center solution aims to improve service with better call routing, issue tracking and higher resolution rates irrespective of the channel used. The outbound contact center’s focus is on managing call records, streamlining agent workflow and monitoring campaign strategies so as to improve customer relationships. The on-demand and cloud contact solution helps companies leverage the solution features without having to go in for huge upfront investments.

Key Solution Features   

System Features: Some of the key system features are

• Advanced skill based routing for all inbound/ outbound interactions whether voice, web collaboration, email or callbacks
• Integrated database
• Wallboard for improved motivation
• It supports multiple languages
• Compatible with IP Telephony and TDM platforms
• The data management server can be configured for specific retention periods for reports, email and web collaboration.

Manager Desktop: Administrators can provide role-based access, create virtual groups, and adjust queues for greater efficiency.  The manager can create specific processing flows, rule-based queueing, and design routing strategies for all customer channels. Reports can be viewed graphically in real time for improved monitoring and managing.

Agent Desktop: This is an optional feature. It provides a blended multi-channel support and has tools for greater collaboration across agents and channels. Agents can call using the click to dial speed dial, log call details, and work on queued calls. Agents can see all customer details while on the call, along with past purchase history and call history. There is a completely configurable hot-key support available.

OpenScape Contact Center Call Director:  This again is an optional feature. It offers an integrated IVR. It also supports call recording, and can playback the recorded calls. The solution also provides intelligent announcements while the customer is in the queue.