OpenScape Contact Center Enterprise
OpenScape Contact Center Enterprise provides customer service across multiple contact channels for OpenScape communications platforms.
What OpenScape Contact Center Enterprise is
OpenScape Contact Center Enterprise provides customer service across multiple contact channels for OpenScape communications platforms. It brings voice, email, chat, social media, and bot interactions into a contextual view of the customer. Skills-based routing covers inbound and outbound voice, callbacks, IVR, email, web chat, voicemail, fax, social media, and bots. Agents and supervisors use browser-based applications with presence and collaboration tools, and can choose soft phone or desk phone options. Integrated self-service IVR supports speech recognition and text-to-speech for custom call flows. Reporting includes real-time, historical, and Life-of-Call reports. The V12 overview lists supported communication platforms as OpenScape Voice V7–V9, OpenScape 4000 V7–V8, and OpenScape Business V2. The system also documents integrations and APIs for areas such as SAP ICI, Siebel, REST, IVR, and screen-pop applications. Email and web collaboration require a Multichannel User license, and licensing is concurrent. Pricing is available on request.
Good
- Routes contacts across voice and digital channels.
- Includes callbacks and integrated self-service IVR.
- Provides real-time and historical reporting.
- Mobile Supervisor supports Android and iOS.
- Documents REST, IVR, and screen-pop APIs.
Watch out
- Pricing is available on request.
- Email and web collaboration need a Multichannel User license.
- Requires a supported OpenScape communications platform.
- No workforce management is listed.
Who it suits
It suits organizations using supported OpenScape communications platforms that need to route customer contacts across channels. It may also fit teams that need browser-based agent and supervisor tools or IVR.
Verdict
OpenScape Contact Center Enterprise covers multichannel routing, agent tools, IVR, and reporting for organizations on compatible OpenScape platforms. Check platform compatibility and licensing requirements, particularly for email and web collaboration, before choosing it.
The facts
Each one read from OpenScape Contact Center Enterprise's own pages, with the date it was checked.
What it does
- Agent portal
- Agent Portal Web lets agents respond to contacts, track contact activity, perform callbacks, and control phone functions.checked 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.checked 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.checked 11 Oct 2026
- Callbacks
- Customers can request callbacks from a web page, and the system can create callbacks when a caller abandons a queued call.checked 12 Oct 2026
- Channels
- The V12 overview describes voice, email, web collaboration, and OpenMedia as supported contact media.checked 12 Oct 2026
- Chatbots
- The Virtual Agent feature integrates the contact center with natural-language processors to enable chatbots.checked 12 Oct 2026
- Client documentation
- The Mitel client document page lists V12 user guides for Agent Portal Lite, Agent Portal Web, and Supervisor.checked 11 Oct 2026
- Connector framework
- OpenMedia Framework can route contacts from applications such as Facebook, Circuit, and business applications including work-ticket systems.checked 12 Oct 2026
- CRM integration
- The Siebel integration provides softphone and voice screen-pop functionality for Siebel users.checked 12 Oct 2026
- Customer context
- The product page says it combines customer interactions across channels into a contextual 360-degree view.checked 11 Oct 2026
- Digital channel scope
- omnichannelchecked 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.checked 12 Oct 2026
- Inbound calling
- Yeschecked 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.checked 11 Oct 2026
- IVR
- The product page describes integrated self-service IVR with speech recognition and text-to-speech for custom call flows.checked 11 Oct 2026
- IVR builder
- Yeschecked 22 Sep 2026
- Licensed channels
- Email and web collaboration are licensed features, and handling either medium requires a Multichannel User license.checked 12 Oct 2026
- Licensing limit
- The V12 overview guide says OpenScape Contact Center licenses are concurrent and notes that email and web collaboration require a Multichannel User license.checked 11 Oct 2026
- Mobile supervision
- Mobile Supervisor provides real-time contact-center and agent information and supports Android and iOS devices.checked 12 Oct 2026
- Outbound dialer
- Yeschecked 22 Sep 2026
Where it runs
- Browser support
- Agent Portal Web supports Google Chrome, Mozilla Firefox, and Microsoft Edge.checked 12 Oct 2026
- Communication platform constraint
- OpenScape Contact Media Service is supported only when connected to OpenScape Voice, OpenScape Business, or OpenScape 4000.checked 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.checked 11 Oct 2026
The company
- Maker
- Mitel’s company newsroom says Mitel was founded in 1973; its company site lists an Ottawa office in Canada.checked 11 Oct 2026
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