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OpenScape Office

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The only unified communications and collaboration solution built specifically for small and medium sized business

 

With OpenScape Office small to medium-sized businesses can get more done each day, improve customer service and save money.

OpenScape Office is a user-friendly unified communications solution that offers integrated voice and conference services, voice mail, messaging, mobility, a Multimedia Contact Center and presence status functionality, delivering cutting-edge UC capabilities to the small and medium size business user in the most comprehensive, easy-to-use and flexible way.

Get more done

• see all of your emails, calls and faxes in one place along with other vital business information

• see which team members are available and the best way to contact them via presence

• initiate a conference call with a couple of clicks of a mouse

• call and message screening, along with call routing settings, let you focus on the task at hand without missing key calls.

Improve customer service

• call routing ensures the best available person takes each incoming call

• incoming calls are accompanied by relevant client information appears on the computer screen

• one-number reachability limits phone tag

Save money

• built-in, in-house conference calling can reduce external costs by up to 90%

• SIP-based (Internet-based) lines can reduce trunk charges from 20 to 30%

• supports a multiple types of mobile workers reducing the need for travel or additional office space

OpenScape Office offers flexible solutions depending on a business' current needs and IT infrastructure:

• OpenScape Office MX

OpenScape Office MX is an all-in-one, unified communications appliance with network connectivity for standalone and multisite environments.

• OpenScape Office LX

OpenScape Office LX is an all-in-one, unified communications solution to run on standard servers for standalone, multisite and virtualized SW environments.

• OpenScape Office HX with HiPath 3000

OpenScape Office HX delivers unified communications via an easy software installation for customers who already have, or are interested in, the HiPath 3000.

• OpenScape Office Contact Center 

A built-in module available on OpenScape Office MX, LX and HX, the OpenScape Office Contact Center provides customer service teams with the tools they need to help solve problems and generate sales. 

 

Product documentation

Datasheet	OpenScape Office HX Data Sheet	PDF [2.1 MB]
Brochure	OpenScape Office SMB brochure	PDF [3.2 MB]
Datasheet	OpenScape Office V3, LX_MX, Datasheet,	PDF [1.2 MB]

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OpenScape Contact Center Agile

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Access cutting edge multi-channel functionality with our software-based solution targeted at contact centers with up to 100 active agents

 

In order to meet the high demand of customers, you need the contact management capabilities that a contact center system provides but may have budget pressures and limited skilled resources to implement and operate the system.

 

Providing superior customer service is a key competitive differentiator. The challenge is to implement a contact center system that is fully featured, yet simple to implement and operate. We can help you meet your customer service needs with OpenScape Contact Center Agile, our cost-effective and easy to implement multi-channel contact center solution.

 

OpenScape Contact Center Agile is an all-in-one software application targeted at small to mid-sized contact centers that delivers:

• Intelligent group-based routing for voice, email and callback;
• Up to 100 active agents (including remote and distributed);
• Highly visual, easy-to-use Manager Desktop requiring minimal training;
• Powerful Agent Desktop for improved productivity;
• Innovative presence and collaboration tools to help agents achieve first contact resolution;
• Integrated IVR for easy, end-to-end call flow design and execution;
• Out-of-the-box software-only solution that fits easily within your IT infrastructure;
• Integration with Microsoft® CRM as standard;
• Seamless upgrade to OpenScape Contact Center Enterprise for investment protection.

OpenScape Contact Center Agile is fast, easy and cost-effective to set up with streamlined implementation and flexible deployment options (supporting traditional TDM, pure IP or hybrid). Deliver a superior customer experience through intelligent group-based routing, intuitive agent and management tools, and comprehensive reporting.

Key features and benefits

• Maximum first-contact resolution
• Improved agent and manager productivity
• Gains in customer satisfaction and retention
• Investment protection

Product documentation

Datasheet

OpenScape Contact Center Agile Datasheet

PDF [1.7 MB]

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OpenScape Xpressions

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Deploy unified communications quickly and simply

 

OpenScape Xpressions is a packaged unified communication solution designed for organizations that need a self-contained full-featured solution which can be easily deployed into their existing telephony and IT environment. It includes built-in voice messaging, unified messaging, instant messaging, presence, and audio and web conferencing.

 

Xpressions addresses the problem of fragmented communications and communications overload. Communication overload distracts employees from the core function of their jobs, slows business execution across work groups, and keeps the cost of business communications high. OpenScape Xpressions eliminates overload by unifying communications and synchronizing people and information for faster action and decision-making. The results are improved effectiveness of your employees, streamlined communications processes and reduced communications costs.

 

Its integrated audio and web conferencing application helps reduce escalating travel and conferencing costs. In addition, it enables employees to effectively work from home, reducing real estate and energy costs. It also allows you to become more responsive to customers by enabling employees to see which colleagues or experts are available and, with just a few clicks, to initiate spontaneous audio conferencing and web collaboration sessions.

Key benefits

• Open – OpenScape Xpressions integrates with any PBX on the market, and requires no changes to your existing telephony infrastructure. It also works seamlessly with the most popular email and groupware systems and although it has its own internal fax, it can also work with 3rd-party fax servers.

• Complete – Xpressions offers a complete and mature feature-set including user-based presence, voice and web conferencing, instant messaging, unified messaging, and many other features to support employee mobility and productivity.

• Flexible – Businesses can choose the functionality that meets the needs of their business, without having to purchase the entire set of capabilities. Plus Xpressions can be deployed as a robust voice messaging or unified messaging solution that can be combined with OpenScape UC Application's capabilities for a powerful, scalable, enterprise-grade unified communications solution.

Product documentation

Brochure	OpenScape Xpressions - Single Packaged Unified Communications Brochure	PDF [136 kB]
Datasheet	OpenScapeOpenScape Xpressions V6 Datasheet	PDF [1.4 MB]

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OpenScape Concierge

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Bring the benefits of unified communications to receptionists other telephone attendants

 

OpenScape Concierge is the world’s first true unified communications (UC) attendant and is designed for use with our enterprise platforms OpenScape Voice and HiPath 4000. It extends the benefits of UC beyond desktop users to also support telephone attendants, such as receptionists, with real-time UC-based presence status information for contacts.

 

In addition, OpenScape Concierge also provides the user with detailed data on incoming customer calls, supports call queue and corporate directory integration, as well as full UC status information. This allows telephone attendants to more easily direct incoming calls to the right person n the organization.

Key features

• UC based status information and status change for UC contacts
• Supports networked OpenScape Voice and HiPath 4000 systems
• Detailed display of customer data for incoming calls
• Fast call pickup mode
• 252 individual repertory keys
• Up to 20 always visible ‘speed dial’
• Adaptable layout
• Pictures for employee contacts
• Incorporates web server to handle local service requests
• Standard LDAP directory synchronization
• Administration tools
• Real-time and historic reporting

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OpenScape Contact Center Enterprise

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Provide multi-channel customer care, improve first-contact resolution, and increase customer satisfaction

 

Your customers demand first class service and personalized support irrespective of the channel they choose to use. The first line delivery of this service lies with your agents, their knowledge and their skills. In order to keep costs in check, all organizations need to utilize contact center resources effectively across all customer interaction channels.

 

OpenScape Contact Center Enterprise is a multi-channel contact center software solution that meets the challenge of providing a superior customer experience, while optimizing resources. Designed to increase first-contact resolution, OpenScape Contact Center Enterprise can lower call abandon rates, improve service levels, reduce agent turnover and increase customer satisfaction.

 

As a multi-channel system for routing, tracking and handling customer phone, email, and web chat transactions, OpenScape Contact Center Enterprise provides intelligent skills-based routing, ensuring that all customer contacts are directed to the most qualified person to handle the call. OpenScape Contact Center Enterprise also comes with an integrated IVR that allows you to easily design call flows that achieve superior results.

Simplified management, administration

Contact center operations are simplified with a single, unified client for administration, management, historical and real-time reporting. The easy-to-use, unified multi-channel agent desktop empowers your agents with the tools to delight customers while maximizing efficiency and effectiveness, regardless of the media type.

 

OpenScape Contact Center Enterprise can power a virtual contact center by being centrally located in a data center (supporting agents located anywhere), or by networking multiple servers together and managed as one virtual contact center. This allows you to scale as your needs evolve with support for up to 7,500 agents.

With OpenScape Contact Center Enterprise you can:

• Seamlessly grow and expand your contact center by adding agents or media whenever required, or by networking various contact center sites, branches and/or remote agents;

• Evolve to IP without forklift investments with a single solution supporting traditional, converged or pure-IP telephony;

• Increase first contact resolution with presence and collaboration tools that enable agents to collaborate with enterprise-wide users to resolve customer issues in real-time;

• Improve productivity with intuitive, fully integrated multi-channel client desktops;

• Increase efficiency by implementing transaction-based IVR complemented by unified queuing and reporting for voice, e-mail, web collaboration and callbacks;

• Streamline contact center management with a visual and easily customizable management console;

• Treat each customer contact according to their value through differentiated routing based on available customer data;

• Align contact center activities with business workflows by integrating with existing applications via standard interfaces.

Product documentation

Datasheet

Contact Center Enterprise Datasheet

PDF [3.9 MB]

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OpenScape Contact Center Voice Portal

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Create a speech-enabled automated portal to let customers help themselves while freeing up agents to handle more complex issues

 

First impressions are always important, so your contact center needs to deliver the best possible customer experience at the lowest cost possible to both current customers and prospects. With OpenScape Contact Center Voice Portal, you can ensure that you create a positive customer experience, optimize agent productivity and deal with customer enquiries on first contact.

Based on open standards, OpenScape Contact Center Voice Portal is a software-only solution that brings internet technologies to the world of voice. Now you can offer the convenience of touchtone and speech-enabled services to automate your customer interactions – making it faster and easier for customers to do business with you on their terms.

Key features and benefits

With OpenScape Contact Center Voice Portal you can:

• Drive first contact resolution by automating routine tasks without involving an agent, or by providing agents with essential customer information to resolve issues on first contact;

• Improve customer interactions with customer centric, intuitive, open, dialogue-based applications and seamless handoff to agents when required;

• Deploy easily with pre-built VXML based contact center integration along with expert help and support;

• Integrate seamlessly with OpenScape Contact Center Enterprise for holistic customer and life-of-call reporting;

• Create a virtual contact center with centrally located self-service applications with agents available wherever and whenever customers need them.

With OpenScape Contact Center Voice Portal at the front of your contact center, you can offer a more personalized customer experience, solve customers’ enquiries faster in one call and increase customer satisfaction.

Product documentation

Datasheet

OSCC Voice Portal Datasheet

PDF [1.1 MB]

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OpenScape UC Application Personal Edition

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An easy, low-cost unified communications and collaboration client for the office-based worker

 

The OpenScape UC Application Personal edition is an entry-level unified communications and collaboration soft client designed for individuals who are mainly office-based, but sometimes work from home or are occasionally mobile. At all locations, it gives them easy access to incoming and outgoing voice communications and an efficient, quick way of communicating with contacts.

 

 

 

OpenScape UC Application Personal does not require a server, making it simple and cost-effective to deploy. Features include soft phone functionality and basic call management and screening capabilities, intuitive click-to-call to groupware and directory access, click-to-conference, call journal, ad-hoc audio conferencing up to 8 parties and 2-way video conferencing.

Product documentation

Datasheet

OpenScape UC Application Personal Edition Datasheet

PDF [982 kB]

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OpenScape UC Application Enterprise

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Access modular unified communications and collaboration functionality to match the diverse needs of your users

 

The Enterprise edition of OpenScape UC Application provides key unified communications and collaboration functionality, including rich presence, team collaboration, mobile workforce enablement and business process integration. It comes in three flavors:  

• Essential is designed for individuals who need to stay connected and have access to all messages while away from the office and from any media.
• Professional is for individuals who are mobile and must to be responsive. These users need to have control over all their communications and be able to have access to the right people quickly in order to achieve first contact resolution.
• Team is for mobile and collaborative individuals who need to be accessible at all times. These users typically work in a distributed organization, in multiple time-zones and within multiple teams. Timeliness and speed is a critical factor in their communications. This offering is also ideal for administrators as they often are the ones to facilitate team productivity of executives and other groups, and timely output is also critical.

Key capabilities include:

• Presence lets users view the availability and status of their contacts, enabling them to choose the best method and time to communicate effectively on the first attempt.
• Multimedia collaboration enables users to initiate planned or spontaneous collaboration sessions, including voice, web, or video conferencing. By using presence information, employees can instantly see whether a colleague is available, allowing spontaneous conference sessions and a fast and convenient way to collaborate in real-time. This also reduces unnecessary spending on business travel and third-party conferencing.
• Mobility features help highly-mobile employees stay connected and productive at the least possible cost. One Number Service and Device Handover, for example, allows users to be reached on the lowest cost network, anywhere, anytime, and on the device of their choice. The OpenScape Mobile Client provides additional convenience to mobile workers who wish to use their mobile device to access and manage OpenScape Enterprise while away from their PC.
• Communications Embedded Business Processes (CEBP): OpenScape UC Application Enterprise can also be integrated into business applications. This increases organizational efficiency and employee productivity, by making communications accessible from within the application. It displays presence information for key subject matter experts within the context of the workflow, allowing users to see which colleagues are available to support an immediate business task and eliminating the need to search directories or toggle between applications. In this way, connecting with the right people at the right time is only a click away, saving time and enabling you to execute business more quickly and efficiently.  

 

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OpenScape Xpert

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Enjoy advanced multi-line communications in trading floors or dispatch centers

 

OpenScape Xpert is an industry first, best-in-class, pure IP solution that addresses two distinct markets: all kind of trading floors like from financial services organizations and dispatch operations. The latter includes the public sector (police, fire brigade, ambulance), airports and command and control for military, utilities and transport networks.

 

 

 

 

Designed to provide multi-line VoIP communications, OpenScape Xpert uses an open system architecture with standardized protocols and components. It is an ultra-reliable, secure solution managed in a centralized data center, which protects all confidential information on phone calls through voice encryption and recording.

 

OpenScape Xpert can easily be integrated into existing communications systems and customized to meet your specific needs. It also offers easy and affordable upgrades and unparalleled workflow integration benefits. This includes the ability to bring diverse applications together into a single network, such as those that supply business data, customer information, phone, email, voice recording playback and video.

Simple user interfaceUsers access the solution through the OpenScape Xpert soft client, which is an easy-to-use, context-sensitive, Windows-based user interface. The soft client application can be configured individually for each user, setting their favorite language and number of handsets, for example. It can be used with hard turrets or on PCs for back office and home users.

We have also offer customized devices for the solution, including the OpenStage Xpert 6010p unit, which is ergonomically designed for ease of use with a high-definition 10-inch touch screen and hard keys.

Increased capability and productivity

Trading floors: stock, commodity and energy traders always work under time pressure to trade and close the deal for the best price. OpenScape Xpert allows everyone working in trading markets to manage multiple phone calls simultaneously using Speech Monitoring and share information in close collaboration with internal colleagues via intercom.

 

Dispatching centers: dispatchers need to coordinate the response to any safety or security threat. OpenScape Xpert helps all involved persons work together via phone lines, radio control and video surveillance. In emergency situations, users can also activate specific alarm settings that direct all communications to the required contacts.

Business benefits the solution can provide include:

• Increased capability and interaction among users to help reach a common decision fast;

• Enhanced employee satisfaction and team productivity;

• Location-independent personnel resource planning;

• Increased redundancy to expand disaster recovery and business continuity;

• Limited damages caused by unforeseen failures;

• Adheres to legal requirements;

• Ensured compliance;

• Protected existing investments;

• Reduced total cost of ownership (TCO).

Product documentation

Datasheet

OpenStage Xpert 6010p V1 Datasheet

PDF [1.3 MB]