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OpenScape Contact Center Enterprise
What it is
OpenScape Contact Center Enterprise provides customer service across voice, email, chat, social media, and bots for OpenScape communications platforms. It combines interactions into a contextual customer view and uses skills-based routing for inbound and outbound voice, callbacks, IVR, email, web chat, voicemail, fax, social media, and bots. Browser-based agent and supervisor applications include presence and collaboration tools, with soft phone or desk phone options. Integrated self-service IVR supports speech recognition and text-to-speech for custom call flows. Reports include real-time, historical, and Life-of-Call views. Agent Portal Web lets agents respond to contacts, track activity, make callbacks, and control phone functions; it supports Chrome, Firefox, and Edge. Mobile Supervisor provides real-time contact-center and agent information on Android and iOS. V12 documentation lists OpenScape Voice V7–V9, OpenScape 4000 V7–V8, and OpenScape Business V2 as supported communications platforms. Licensing is concurrent; email and web collaboration require a Multichannel User license. Pricing is on request.
For and against
For
- Routes contacts across voice and digital channels
- Includes self-service IVR with speech recognition
- Agent Portal Web supports callbacks and phone controls
- Mobile Supervisor supports Android and iOS
- Reports include real-time and historical views
Against
- Pricing is on request
- Email and web collaboration require a Multichannel User license
- Supported communications platforms are specified in V12 documentation
The verdict
The product brings multiple contact channels, routing, agent tools, and reporting together for supported OpenScape platforms. Confirm platform compatibility and licensing needs, especially for email and web collaboration.
Who it suits
OpenScape Contact Center Enterprise suits organizations using OpenScape communications platforms that handle customer contacts across multiple channels. It may also suit teams needing browser-based agent tools, mobile supervision, and IVR.
On the record
- Agent portal
- Agent Portal Web lets agents respond to contacts, track contact activity, perform callbacks, and control phone functions.mitel.com · read 12 Oct 2026
- Agent tools
- The product page lists browser-based agent and supervisor applications, presence and collaboration tools, and soft phone or desk phone options.mitel.com · read 11 Oct 2026
- APIs
- The Mitel administration document listing includes IVR API, Screen Pop API, REST SDK, Virtual Agent REST API, and Web Interaction REST API documentation for V12.mitel.com · read 11 Oct 2026
- Browser support
- Agent Portal Web supports Google Chrome, Mozilla Firefox, and Microsoft Edge.mitel.com · read 12 Oct 2026
- Callbacks
- Customers can request callbacks from a web page, and the system can create callbacks when a caller abandons a queued call.mitel.com · read 12 Oct 2026
- Channels
- The V12 overview describes voice, email, web collaboration, and OpenMedia as supported contact media.mitel.com · read 12 Oct 2026
- Chatbots
- The Virtual Agent feature integrates the contact center with natural-language processors to enable chatbots.mitel.com · read 12 Oct 2026
- Client documentation
- The Mitel client document page lists V12 user guides for Agent Portal Lite, Agent Portal Web, and Supervisor.mitel.com · read 11 Oct 2026
- Communication platform constraint
- OpenScape Contact Media Service is supported only when connected to OpenScape Voice, OpenScape Business, or OpenScape 4000.mitel.com · read 12 Oct 2026
- Compatible platforms
- The V12 overview guide lists OpenScape Voice V7–V9, OpenScape 4000 V7–V8, and OpenScape Business V2 as supported communication platforms.mitel.com · read 11 Oct 2026
- Connector framework
- OpenMedia Framework can route contacts from applications such as Facebook, Circuit, and business applications including work-ticket systems.mitel.com · read 12 Oct 2026
- CRM integration
- The Siebel integration provides softphone and voice screen-pop functionality for Siebel users.mitel.com · read 12 Oct 2026
- Customer context
- The product page says it combines customer interactions across channels into a contextual 360-degree view.mitel.com · read 11 Oct 2026
- Digital channel scope
- omnichannelmitel.com · read 22 Sep 2026
- Documentation and APIs
- Mitel lists V12 documentation for installation, security checklist, REST SDK, IVR API, screen-pop API, SAP ICI, and Siebel integration.mitel.com · read 12 Oct 2026
- Inbound calling
- Yesmitel.com · read 22 Sep 2026
- Integrations
- The V12 overview guide documents integrations for SAP ICI, Siebel CRM 7.8, IVR, VoiceXML, workforce management applications, and third-party screen-pop applications.mitel.com · read 11 Oct 2026
- IVR
- The product page describes integrated self-service IVR with speech recognition and text-to-speech for custom call flows.mitel.com · read 11 Oct 2026
