OpenScape Contact Center Enterprise

OpenScape Contact Center Enterprise is Mitel software for handling customer service across channels on supported OpenScape communications platforms. It suits contact centers already built around those systems and needing coordinated voice and digital routing. Its breadth is useful, but channel licensing and the platform requirement make it a more specialized choice than a standalone contact-center service.

Overview

The product brings voice, email, chat, social media, and bot interactions into a shared customer context. Skills-based routing, agent tools, callbacks, and reporting span much of a contact center’s daily workflow. Workforce management is not included, and email or web collaboration requires a Multichannel User license, so teams should account for both the platform fit and channel licensing before choosing it.

Key features

Routing covers inbound and outbound voice, callbacks, IVR, email, web chat, voicemail, fax, social media, and bots. Customers can request a callback from a web page, and the system can generate one when a caller abandons a queued call. This gives teams options for managing demand across channels, though digital collaboration is subject to the additional license.

Browser-based agent and supervisor applications come with presence and collaboration tools, plus soft-phone or desk-phone options. 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.

Integrated self-service IVR supports custom call flows with speech recognition and text-to-speech. Virtual Agent connects the contact center to natural-language processors for chatbot interactions, while the speechbot service integrates with Dialogflow and Google speech-to-text and text-to-speech APIs. These capabilities extend automation options for teams that need them, but the offering does not include workforce management.

Reporting includes real-time, historical, and Life-of-Call reports. Integrations documented for the product include SAP ICI, Siebel CRM 7.8, IVR, VoiceXML, workforce management applications, and third-party screen-pop applications. The Siebel integration provides softphone and voice screen-pop functions. OpenMedia Framework can route contacts from applications such as Facebook, Circuit, and business applications including work-ticket systems.

Mitel documents V12 APIs for IVR, screen pop, REST SDK, Virtual Agent, and web interaction, alongside installation and security guidance. That gives organizations technical options for extending and administering the system. Licenses are concurrent, and email and web collaboration each require a Multichannel User license.

Pricing

OpenScape Contact Center Enterprise is paid software with custom pricing. Concurrent licensing means the licensed capacity is based on simultaneous use; teams should evaluate that against their staffing patterns. Email and web collaboration require a Multichannel User license, so organizations planning to use those channels should factor that requirement into their purchase. There is no published plan breakdown to compare by seat count or included quota.

Platforms

The product lists Android, iOS, web, Windows, API, and self-hosted support. Mobile Supervisor is available for Android and iOS, and Agent Portal Web runs in Chrome, Firefox, and Edge. OpenScape Contact Media Service is supported only when connected to OpenScape Voice, OpenScape Business, or OpenScape 4000.

The V12 guide names OpenScape Voice V7–V9, OpenScape 4000 V7–V8, and OpenScape Business V2 as supported communications platforms. This makes compatibility a central buying criterion: organizations outside those environments should consider another contact-center product.

Who it's for

OpenScape Contact Center Enterprise is best suited to contact centers already using a supported OpenScape platform that need skills-based routing across voice and digital interactions, callbacks, IVR, and agent reporting. Its browser-based tools and mobile supervision are useful for distributed agent and supervisor workflows. Teams that need email or web collaboration must plan for the Multichannel User license, while teams needing workforce management will need that capability elsewhere.

Pros and cons

• Pro: Routing spans voice, callbacks, IVR, email, chat, social media, and bots, supporting varied contact workflows.
• Pro: Browser-based agent tools, phone controls, and mobile supervision support agent and supervisor work across desktop and mobile devices.
• Pro: Real-time, historical, and Life-of-Call reporting give teams several views of contact activity.
• Con: The product depends on a supported OpenScape communications platform, narrowing its fit for organizations using other systems.
• Con: Email and web collaboration require a Multichannel User license, adding a licensing condition to two important digital channels.
• Con: Workforce management is not included, leaving teams that need it to integrate an application or use another solution.

Alternatives

Freshcaller is worth considering for teams seeking a freemium option with a free plan and trial, Android, iOS, and web support, and an unlimited-agent Free plan billed at $0 per agent per month with per-minute charges.

C-Zentrix Contact Center offers a free plan with 100 minutes of initial call credit and a free trial, which may suit teams wanting to explore a contact-center option with a small initial call allowance.

CallHub is an alternative for teams that want to work with up to 10,000 contacts and up to 10 agents on its Essential plan, which uses standard rates and provides free credits to get started.

Genesys Cloud CX may fit teams seeking a voice contact-center plan with voice channel, call routing, and support for associate users, at $75 a month billed annually.

Mitel CX is another Mitel option, with separately named digital and voice plans covering chat, email, SMS, social media, and open media or voice with basic IVR and call recording.

Amazon Connect may suit teams looking for usage-based messaging, with SMS and third-party messaging priced on request per message sent or received; pricing can vary by region and communication type.

8x8 Contact Center is another paid contact-center option, with custom pricing and Android, API, iOS, macOS, web, and Windows support.

Zoom Contact Center is worth comparing for teams seeking inbound voice, video, chat, and SMS, with a Flow Editor, IVR, real-time transcription, and agent CTI integration.

Browse more options in Call Center Software.

Verdict

Choose OpenScape Contact Center Enterprise when your contact center runs on a supported OpenScape communications platform and you need broad routing, callbacks, IVR, agent tools, and reporting. The main reason to choose it is the range of channels and workflows it brings together. Look elsewhere if your communications platform is incompatible, you need workforce management included, or you want email and web collaboration without a Multichannel User license.