Our Products
Our Products
OpenScape Voice is a carrier-grade, SIP-based VoIP platform designed for large enterprises. It delivers scalable, secure, and flexible communication with advanced voice and unified communication features.
OpenScape Voice offers multiple deployment models, ensuring flexibility and scalability for organizations of all sizes. Whether a business prefers to manage its own infrastructure with an on-premises solution, take advantage of cloud scalability, or opt for a hybrid or managed service model, OpenScape Voice provides the necessary tools and options for efficient and reliable communication.
Carrier grade reliability (SLA 99.999%)
Deployment Capacity: OpenScape Voice is suitable for large enterprises, with solutions capable of supporting thousands of users and locations.
OpenScape 4000 is a scalable and reliable communication platform designed for medium and large enterprises. It offers advanced telephony, unified communications, and collaboration features, supporting both IP and traditional telephony environments.
OpenScape 4000 provides flexibility through its different deployment models, making it suitable for large enterprises, service providers, and organizations of varying sizes. Whether businesses want to manage the system on-site with an on-premises solution, scale through the cloud, or adopt a hybrid or hosted approach, OpenScape 4000 can be adapted to meet their unique needs.
Deployment Capacity: OpenScape 4000 is designed to support large-scale deployments, making it suitable for up to tens of thousands of users across multiple locations or even regions. The system is highly scalable, enabling companies to expand as needed without compromising performance.
OpenScape Business is an integrated unified communications (UC) solution designed for small and medium-sized businesses. It provides advanced features like telephony, conferencing, messaging, presence, and collaboration, all within a single, scalable, and easy-to-manage platform.
OpenScape Business offers flexibility in choosing the right deployment model based on the needs and requirements of the organization. Whether you prefer an on-premises solution for full control, cloud scalability, or a hybrid approach, OpenScape Business can be tailored to effectively support your business operations.
Deployment Capacity:
Small businesses: Can support a few users, typically from 5 to 100 users.
Medium-sized businesses: Designed to scale for up to 1500 users in a single system, depending on the specific configuration and deployment model.
OpenScape Xpert is a high-performance communication solution tailored for trading floors and mission-critical environments, offering instant collaboration, advanced call handling, and secure communication.
OpenScape Xpert is designed for high availability and reliability, ensuring that critical communications are maintained without interruption.
Perfect overview about all communication channels and calls (phone / emergency call / Radio / Intercom / PA system etc.) on one graphical user-interface, in parallel on many or all seats. OpenScape Xpert incorporates advanced security measures to protect sensitive communication data from potential threats. OpenScape Xpert V8 (released in Q3/2023) has JITC recertification, which guarantees it continues to adhere the specific security and interoperability standards mandated by JITC.
Omnichannel Contact Center
A robust Contact Center Platform is critical for modern businesses aiming to deliver exceptional customer service, optimize operations, and stay competitive in an evolving digital landscape. Here’s why investing in such a platform is a strategic decision:
- Omni-Channel Engagement: Support seamless communication across voice, email, chat, social media, and SMS, meeting customers on their preferred channels.
- Unified Interface: Provide agents with a single dashboard for managing interactions, reducing task-switching and errors.
- AI Assistance: Offer real-time recommendations, sentiment analysis, and auto-suggestions to help agents resolve issues efficiently.
- Performance Metrics: Monitor KPIs like average handle time (AHT), customer satisfaction (CSAT), and first-call resolution (FCR).
- Proactive Decision-Making: Use predictive analytics to anticipate customer needs and adjust operations accordingly.
OpenScape™ Contact Center© is an omnichannel integrated contact center solution for on-premise and hosted cloud environments that empowers organizations to effectively communicate and collaborate with their customers. It provides best in class solution for mid to enterprise sized contact centers and improves agent operational efficiency, employee and business engagement and ease of integration with the organization’s ecosystem at a competitive price.
OpenScape Contact Center delivers intelligent routing for a mid-to-large contact center, with up to 1,500 active agents on a single site. Multiple OpenScape Contact Center servers can be networked across physical or virtual sites for increased scalability of up to 7,500 active agents. Whether using inbound or outbound interactions, single-site or multi-site, or even to integrate with existing CRM system, OpenScape Contact Center Enterprise provides the capabilities you need for your contact center.
You can:
- Achieve first-contact resolution with in telligent multi-platform routing and 360-degree contextual engagement view
- Improve employee and customer en gagement with intuitive, multi-channel browser agent clients
- Streamline contact center operations with powerful management tools
- Support digital transformation strategy
- Deploy easily with modular growth and scalability.
- More engagement information with OnDemand recording
- Enhanced Agent and customer engagement with support for public safety contact handling (only for integration with GEMMA – Global Emergency Man agement by ATOS)
- Expanded self-service options with Artificial Intelligence (AI) support for IBM Watson Chatbot
- Self-Service leverages Google’s Dialog flow and IBM Watson Artificial Intelli gence (AI) APIs to provide a more effec tive self-service solution and increased digital transformation.
- Analytics improvements with Excel Plug-in, Language translation and Wall Board
- Enhanced customer satisfaction with CSAT survey
Mitel CX’s holistic approach to customer engagement helps organizations tackle the challenge of delivering faster, customized service, while boosting productivity. The new all-in-one CX platform supports omnichannel customer interactions underpinned with AI – including voice, video, chat, and social – allowing businesses to meet customers where they are, across any channel.
Mitel CX integrates seamlessly with Mitel’s unified communications (UC) solutions to deliver a fully converged UC/CC experience. As a result, CX capabilities are extended to all employees – not just contact center agents – supporting collaboration between back-office and frontline teams and improving first-contact resolution. For organizations using other providers for their core communications, such as Microsoft Teams, Mitel CX also can serve as a standalone solution.
With the majority of enterprises* now preferring a hybrid cloud strategy for delivering enterprise communications, Mitel CX enables the flexibility to choose on-premises and cloud deployment models in a mixed environment. With this approach, Mitel CX’s hybrid offering for customer engagement delivers the simplicity of a Contact Center as a Service (CCaaS) solution with the operational control and reliability that organizations increasingly require. Additionally, Mitel’s Common Communications Framework ensures seamless interoperability with Mitel CX across the Mitel ecosystem, providing the same industry-leading security, compliance and resiliency as Mitel’s hybrid UC solutions. These elements have become increasingly important to global enterprise companies looking to ensure data privacy and regulatory compliance in the era of AI.
Key Features of Mitel CX Include:
- Customizable Workflow Automation: CX managers can easily design AI-enhanced workflows with Mitel’s Chatbot Builder and low-code/no-code Workflow Studio without requiring specialized skills, allowing teams to optimize daily tasks in minutes.
- GenAI Virtual Agents: Intelligently automates repetitive inquiries, leaving more complex issues to human agents for optimal efficiency and faster resolution.
- Intelligent Analytics: Provides rich dashboards, native reporting, and business intelligence integration for transcriptions, recordings, and a comprehensive view of customer data to deliver actionable insights that support faster decision-making.
- Agent Empowerment: Real-time prompts, suggested responses, and intelligence-based coaching help improve first-contact resolution and overall employee performance.
- Omnichannel Engagement: Seamless transitions across channels such as voice, chat, video, and social, allowing customers to engage on their preferred platform.
- Flexible Integrations: Pre-built integrations with industry and business apps plus open APIs allow Mitel CX to be tailored to each organization’s needs and embedded into everyday processes, reducing friction and accelerating workflows.
- Experienced Service Teams: Expert professional service teams offer support to tailor Mitel CX for the needs of each organization and provide ongoing management as needed, resulting in a truly unique customer engagement experience.
Voice & Chat GenAI Agents
Voice and Chat GenAI Agents, powered by generative AI, are transforming customer interactions, streamlining business operations, and enhancing user experiences. Here are compelling reasons to adopt them for your organization:
- 24/7 Availability: AI agents provide round-the-clock support, ensuring customers get help anytime, anywhere.
- Personalized Interactions: Leveraging AI, agents can tailor responses based on customer data, preferences, and past interactions.
- Intelligent Task Automation: They handle a variety of tasks such as FAQs, bookings, order tracking, and troubleshooting, boosting overall productivity.
VoxHook Business Suite, a cutting-edge solution revolutionizing voice message processing for businesses. Leveraging state-of-the-art AI technology, VoxHook seamlessly integrates with phone lines to transcribe, analyze, and automate business processes with unparalleled efficiency.
Key Features:
- Voice Message Transcription
VoxHook accurately transcribes incoming voice messages in real-time, eliminating the need for manual transcription and saving valuable time. - Natural Language
Understanding (NLU) Powered by advanced NLU algorithms, VoxHook comprehends the context and intent behind each message, ensuring
accurate interpretation and response. - Automated Workflow Generation
VoxHook intelligently analyzes transcribed messages to identify actionable items and triggers predefined workflows accordingly. Whether it’s scheduling appointments, following up on inquiries, or processing orders, VoxHook automates repetitive tasks effortlessly. - Customizable Workflows
Tailor VoxHook to meet your business needs with customizable workflows.
Define specific actions based on message content, caller identity, or other criteria to streamline operations and enhance productivity. - Integration Capabilities
Seamlessly integrate VoxHook with your existing CRM, ERP, or ticketing systems to centralize communication channels and maintain a unified view of customer interactions. - Analytics and Reporting
Gain valuable insights into customer trends, preferences, and frequently asked questions with VoxHook’s comprehensiv analytics dashboard. Track performance metrics, monitor workflow efficiency, and optimize processes for continuous improvement. - Scalability and Reliability
Designed to scale with your business, VoxHook ensures reliable performance even during peak call volumes. Cloud-based infrastructure guarantees seamless updates and maintenance withou disruption to operations. - Increased Efficiency
Automate routine tasks and streamline business processes, allowing your team to focus on high-value activities and strategic initiatives. - Improved Customer Experience
Provide prompt and personalized responses to customer inquiries, enhancing satisfaction and loyalty. - Cost Savings
Reduce labor costs associated with manual message handling and transcription, optimizing resource allocation and maximizing ROI. - Enhanced Compliance
Ensure regulatory compliance and data security with encrypted message storage and audit trails.
From customer service and sales to appointment scheduling and order processing, VoxHook Business Suite empowers businesses to unlock the full potential of voice communication, driving operational excellence and competitive advantage in today’s digital landscape.
Mailow Bots
Bots provide an experience that feels less like using a computer and more like dealing with a person – or at least an intelligent robot. A bot interaction can be a quick question and answer, or it can be a sophisticated conversation that intelligently provides access to services.
Mailow’s chat-bot functionality consists of the following components:
- Web and Mobile Based User Interface
Mailow provides a built-in web interface that customers will use to interact with the chat-bot. Mailow provides a JavaScript SDK that can be embedded in any web application to initiate a chat interaction. Mailow also provides web widgets that can be used in mobile applications. - Natural Language Understanding
Natural Language Understanding (NLU) is a technology that applies machine-learning intelligence to a user input to predict overall meaning (intent), and pull out relevant, detailed information (entities). Machine learning models can be trained to accommodate new use cases and fit the customer’s domain. - Retrieval Augmented Generation
The RAG Know Dynamic module enhances Mailow’s virtual assistants by combining Large Language Models (LLMs) with dynamic information retrieval. This approach ensures contextually appropriate and up-to-date responses.
The RAG Know Dynamic first retrieves relevant information from an extensive data corpus or a specifically designed knowledge base. This information is then used to inform and shape the responses generated by the LLM. This approach ensures that the responses are contextually appropriate and enriched with accurate information, making the virtual assistant more knowledgeable and creative. - Additionally, the RAG system can be utilized by applications developed by Lachesis.
Web Collaboration
- Increased Productivity: All communication channels are integrated into a single, easy-to-use interface. Reduces downtime by simplifying access to colleagues and information.
- Cost Reduction: Saves money by eliminating the need for multiple separate communication platforms. Enhanced flexibility with VoIP and cloud-based infrastructure.
- Enhanced Collaboration: Easy access to collaboration tools, regardless of user location. Efficient and quick conferencing without relying on external solutions.
- Extended Mobility: Enables work from anywhere with full access to the platform’s features.
OpenScape UC (Unified Communications) is a comprehensive solution developed by Unify, part of the Mitel. It is designed to help organizations streamline their communication and collaboration workflows, boosting efficiency and productivity. This platform integrates multiple communication channels, providing users with a unified and simplified experience.
Key Features:
- Real-Time Presence
Display colleagues’ availability status (available, busy, in a meeting, etc.).
Synchronization with calendars like Outlook or similar systems.
- Audio and Video Calls
Support for high-quality voice calls and video conferencing.
Integration with PBX infrastructure for traditional or VoIP calls.
- Instant Messaging
Quick communication via chat with colleagues or teams.
Easy file transfer through the messaging interface.
- Web Conferencing and Collaboration
Organize virtual meetings with screen sharing capabilities.
Real-time collaboration features, such as document co-editing.
- Multi-Platform Integration
Available on desktop (Windows, macOS) and mobile devices (iOS, Android).
Compatibility with popular applications like Microsoft Teams, Google Workspace, and Slack.
- Secure Access
Complies with the latest communication security standards, including end-to-end encryption.
Robust authentication for users and devices.
Voice & Data Security
OpenScape SBC (Session Border Controller) is an advanced security and control solution essential for protecting VoIP infrastructure and unified communications (UC) applications. It ensures secure connectivity and optimized performance for voice, video, and messaging calls, safeguarding communications between different IP networks.
OpenScape SBC protects communication networks by filtering voice and video traffic, preventing cyberattacks, and reducing the risks of unauthorized access. It also enables seamless integration between various solutions and network providers, ensuring compatibility across different communication platforms. The solution is scalable, making it suitable for organizations of all sizes, providing flexibility for network expansion.
OpenScape SBC optimizes call performance, reducing latency and ensuring superior quality of communication services, even in high-traffic conditions. Additionally, it allows centralized monitoring and management of communication traffic, simplifying network administration and enabling quick interventions in case of incidents.
OpenScape SBC is ideal for organizations looking to secure their VoIP and UC communications while enhancing performance and interoperability across communication systems.
Fortinet Security Fabric is an integrated, multi-layered cybersecurity platform designed to provide comprehensive protection across a wide range of IT environments. It combines advanced threat intelligence, next-generation firewalls, endpoint security, and secure networking to create a seamless and unified defense system.
The Security Fabric offers visibility, control, and automation, enabling organizations to respond quickly to evolving threats and ensure consistent security policies across all devices and applications.
By connecting and coordinating various Fortinet solutions, such as FortiGate firewalls, FortiAnalyzer, and FortiSIEM, the Security Fabric provides a unified approach to securing networks, endpoints, and the cloud.
It allows businesses to scale their security posture with ease, ensuring protection from advanced cyberattacks, while maintaining operational efficiency. Fortinet Security Fabric is ideal for organizations seeking to implement a flexible, adaptive, and comprehensive security strategy.
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