Contact Centre

PFH's solution for customers requiring specific contact centre technologies is based on Unify proven OpenScape Contact Centre, combined with our local skills and direct access back into the Unify centre of excellence in Munich, Germany.

Proven suite of contact centre solutions that help you keep pace with customer demands and maintain a competitive edge

The challenge that your contact centres face is to integrate diverse communication channels, improve agent performance and streamline operations, while managing costs and keeping customers happy.

We can help you achieve these goals with OpenScape Contact Centre. It is easily deployed and designed to drive first-contact resolution through industry-leading intelligent skills based routing along with agent desktop presence/collaboration capabilities. The result is not only greater customer satisfaction, but also the most efficient use of a contact center’s most precious resource – its agents.

Suite of solutions:

The OpenScape Contact Centre portfolio is a flexible suite of solutions to suit every type and size of organization, offering a range of customer experiences. From customer service to collections, agent-assisted to self-service, we have the mission-critical customer care applications you need to retain and grow your customer base.

We offer a comprehensive set of integrated packaged software applications covering multi-channel inbound, outbound and self-service/IVR that improve the effectiveness and efficiency of your contact center operations. The OpenScape Contact Centre suite includes the following customer care software applications:

OpenScape Contact Centre Enterprise
Multi-site, multi-channel skills based routing and reporting engine for inbound voice, email, web chat, FAX, voicemail, and callbacks for medium to large contact centers.

OpenScape Contact Center Agile
Single-site, multi-channel group based routing and reporting engine for inbound voice, email, FAX, voicemail and callbacks for small to medium contact centers.

OpenScape Contact Centre Campaign Director
Standalone or integrated outbound contact management solution using patented predictive dialing, campaign, and list management as well as call recording capabilities.

OpenScape Contact Centre Voice Portal
Software-only, open, standards-based self-service platform supporting touchtone and speech-enabled services, integrated with business applications and databases.

Contact centres can become a complex array of technology, but with OpenScape Contact Centre’s streamlined architecture and flexible deployment options, implementing and operating a world-class contact center is at your reach.  Whether you’re a contact center agent, manager, or administrator, OpenScape Contact Centre’s easy-to-use, graphical user interfaces will allow you to focus on what’s truly important: your customers.

OpenScape Contact Centre can be deployed as premise-based, managed services, or a hosted model offering.  Optimised for data centre and virtual server environments, OpenScape Contact Centre software runs on your existing IT infrastructure, without the need for proprietary hardware at each location. Start with inbound voice and easily add outbound voice, email, web chat, and callbacks through software licenses.

Key features and benefits

  •     Drives first contact resolution 
  •     Optimizes contact center resources  
  •     Enhances customer service delivery  
  •     Adapts easily to meet your customers’ needs  
  •     Simplifies implementation and operation  
  •     Fits easily into your existing IT infrastructure