Multichannel contact centre | Advanced telephony features for your team

Multichannel contact centre

Simplify call handling and improve caller satisfaction with myAgent, the multimedia contact centre client for OpenScape Business. myAgent delivers a full suite of contact centre features including intelligent call distribution, real-time queue statistics, call recording and more, all from a single desktop view.

Advanced contact centre solution

Optimise workflows

Access historical and real-time reporting from within your contact centre and monitor patterns in your workflows. This enables you to optimise customer service wherever you see an opportunity to do so.

Contact centre management

Contact centre management is simple thanks to integrated administration tools. Call flows, announcements and customised reporting can all be set up by supervisors within myAgent.

Voice recording

Taking notes whilst maintaining customer satisfaction during a call can be a difficult task. Voice recording removes the need to record all the details of a call, allowing you to revisit conversations once they have been completed.

Intelligent call routing

myAgent utilises intelligent, skills-based routing to ensure that your customers connect with the most appropriately qualified agent every time they call. Increase customer satisfaction and reduce the need to pass calls around the office whilst maximising first contact resolution.

Business process integration

Integrate myAgent with your external customer databases and launch third-party CRM applications from within your current call.

Authorisation levels

myAgent enables you to assign roles to your users depending on the level of authority and features you’d like each team member to have.

Visual wallboard

Give your supervisors a clear overview of key contact centre data via a visual wallboard. Monitor group and user-availability information as well as KPIs, such as grade of service etc.