OpenScape
Contact center software
Call & contact center software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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Medium
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- Manufacturing
- Banking and insurance
- Public sector and nonprofit organizations
What is OpenScape
OpenScape is an enterprise unified communications and contact center product line used for voice calling, agent handling, and customer interaction routing. It is typically deployed by mid-sized to large organizations that need telephony, IVR/ACD, and integration with existing PBX and enterprise systems. The offering is commonly positioned for hybrid environments where on-premises telephony and centralized contact center operations must coexist.
Enterprise telephony heritage
OpenScape is designed around enterprise-grade voice and PBX-style capabilities, which can suit organizations with established telephony requirements. It supports traditional call control concepts that many IT and telecom teams already manage. This can reduce disruption for environments migrating from legacy voice platforms while keeping contact center functions available.
Hybrid deployment flexibility
The product line is often used in deployments that combine on-premises components with centralized management and integrations. This can be useful for regulated or infrastructure-constrained organizations that cannot move all workloads to a single public-cloud model. It also supports phased modernization rather than a full cutover.
Integration with enterprise systems
OpenScape deployments commonly integrate with directory services, SIP trunks, and existing enterprise telephony infrastructure. This can help organizations preserve prior investments in network and voice architecture. It can also support contact center workflows that depend on existing identity, numbering plans, and call routing policies.
Complexity and administration overhead
Compared with newer cloud-native contact center platforms, OpenScape implementations can require more planning, specialist skills, and ongoing administration. Organizations may need telecom-focused expertise for configuration, upgrades, and troubleshooting. This can increase total effort for smaller teams or fast-changing contact center operations.
Cloud-first feature velocity
Organizations evaluating modern contact center capabilities (rapid feature releases, AI-assisted workflows, and frequent UI updates) may find that cloud-first platforms iterate faster. OpenScape’s roadmap and delivery model can depend on deployment type and partner-led implementation. This can affect how quickly new capabilities reach production environments.
Licensing and packaging variability
OpenScape is sold as a product family and is often delivered through partners, which can make packaging and licensing less straightforward to compare across vendors. Costs and included capabilities may vary by edition, deployment model, and region. Buyers typically need careful scoping to avoid gaps between telephony, contact center, and add-on modules.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| OpenScape Contact Center Agile | Contact Mitel / Custom pricing (not published on vendor site) | Agile edition (smaller/site-level deployments). Features: browser-based agent & supervisor, omnichannel routing (voice, email, chat, social), IVR, reporting. No public price listed; Mitel asks customers to contact sales or partners. |
| OpenScape Contact Center Enterprise | Contact Mitel / Custom pricing (not published on vendor site) | Enterprise edition (large-scale deployments). Features: scalable enterprise-grade contact center, omnichannel, IVR, integrated call recording, management/monitoring tools. No public price listed; Mitel asks customers to contact sales or partners. |
Seller details
Unify
San Francisco, California, United States
2023
Private
https://unify.ai/
https://x.com/unifyai_
https://www.linkedin.com/company/unifyai
