OpenScape Contact Center Reviews & Pricing

by Unify Inc. | Founded 1995, Sunnyvale, CA

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Overview Benefits Reviews Features

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What is OpenScape Contact Center?

Industry Specialties: Serves all industries.

OpenScape Contact Center is a cloud-based, all-in-one communication solution that offers an industry-leading Contact Center as a Service (CCaaS). It empowers remote workforces, helps deliver quality customer service and provides productivity and full office communications across teams without the need for additional third-party technologies. It enables responsive and informed customer interactions and supports round-the-clock communications with clients through video calls and conferencing, phones, chats, files, emails and more. It facilitates unified communications, integrations, file management and more on a unified dashboard that makes it easy to use.

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OpenScape Contact Center Benefits and Insights

Why use OpenScape Contact Center?

Key differentiators & advantages of OpenScape Contact Center

Industry Solutions: Provides industry-specific solutions for healthcare, legal services, financial services, real estate, manufacturing and more.
Security and Compliance: Protects private customer and confidential data in a secure SOC 2-audited cloud that covers seven areas of data and physical security. Additionally, it helps address compliance and privacy requirements based on business needs, as well as critical and sensitive information that goes into the cloud.
Reliability: Provides expert architecture, world-class data centers and a purpose-built financially backed service-level agreement that promises to deliver 99.999% uptime. This reduction of downtime helps businesses grow without technical setbacks.
Onboarding and Migration: Enables seamless onboarding and migration without loss of data — without additional costs. The cloud concierge helps with migration and onboarding through email exchange, cloud PBX, Intermedia APPID, Securisync® Backup and File Sharing, Email Archiving and Office 365 Business.

Industry Expertise

The vendor caters to over 122,000 businesses with about 7,000 partners across various industries such as media, real estate, IT and more.

Key Features

Voice and Unified Communications

Intermedia Unite: Offers business phone, team chat, video conferencing, file management and more for secure, productive and uninterrupted communication across all channels with the team and customers.
Contact Center: Covers Interactive Voice Response (IVR), omnichannel routing, agent scheduling, quality assurance, dynamic notifications, contact center analytics and more. The CCaaS helps customize call flows, deliver real-time customer insights and perform historical reporting that helps drive improved future interactions.
AnyMeeting Video Conferencing: Provides collaboration tools for video and webinar conferencing such as webcam, audio, screen sharing, screen annotation, integrations and more. Pro features include meeting recording, custom branding, meeting transcription, notes, insights and remote control.
SIP Trunking: Helps cut down calling charges along with service reliability, save and redirection of capital, compatibility and set up and installation. It integrates with the existing system for ease of operations.

Productivity and Email

Email Plus: Integrates with Microsoft Office, Exchange Email, Microsoft 365 and other trusted email software for optimum productivity. Provides security built-in protection with Securisync, as well as email archiving, email encryption and AppID.

Back-up and File Management

SecuriSync: Easily synchronizes, saves, and provides access to most current versions of files. It also offers mobile sync, file sharing, real-time backup and anti-malware and antivirus protection.
Outlook Backup: Backs up locally stored Outlook data, prepares the system for crashes or lost devices, and protects and moves old and irrelevant emails. Provides scheduled backups, migration, restoration, 24/7 expert support and is bundled with Exchange email.

Security and Compliance

Email Archiving: Provides Office 365 integration along with 100% data capture, simple and flexible data search and recovery, unlimited storage and other tools for email.
Email Encryption: Reduces email data leaks with content filtration, scanning of outbound emails, centralized control of email policies and HIPAA and other compliances.
Email Protection: Extends comprehensive, multi-layered protection from targeted attacks and unknown email threats. Offers administrative control, visibility and flexible policies, granular filtering and enterprise-level email protection for SMBs.
AppID Identity & Access Management: Prevent password leaks and facilitate two-factor authentication. 99.999% financially backed by SLA and is compatible with over 1,500 web applications such as Salesforce, Quickbooks, NetSuite, Twitter, JIRA and more.

Limitations

At the time of this review, these are the limitations according to user feedback:

Doesn’t offer self-service for report creation, setting up new queues and IVRs.
There’s a disconnect between the Telco and the software.

Suite Support

The vendor offers J.D. Power-certified 24/7 support from live Intermedia experts and can also be reached out through live chat support via the website.

Email: Log into a user profile to write a support email. The vendor states they have a 12-hour response time.

Phone: +1 (800) 379-7729 or +1 (650) 641-4000 (Choose option 3).

Training: The library section covers product info, e-books, analyst reports, whitepapers, cloud trends, IT challenges, web reports and more.

Tickets: Not mentioned.