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Samsung OfficeServ Call Management Software

Every business has some level of call centre activity operating within it whether you are a small business (Informal Call Centre) or a larger purpose built call or contact centre processing thousands of calls a day (Formal Call Centre).

Irrespective of the type of business that you are phone calls deliver business and the best way to improve your Productivity as a business and improve your call handling capability is to understand how your telephone system Is being used on a daily or hourly basis and have the opportunity to manage that process through utilising Historical or real time statistics provided by the telephone system.

Utilising the intelligence built-in to your chosen Samsung solution, your business can be assured that the Addition of Samsung’s Call Management Software (CMS) will allow you to protect and manage both your staff
And your business far more effectively.

Samsung Call Management Software can be utilised depending of the size of business that you are and the complexity of the statistics that you would like to report on.

CMS

CMS ACD

A Call Logging & Reporting Package with reports for the hour,Day, week, month, year, by extension, department or company.

 CMS ACD Pro & Multi Site

A Call Logging & Reporting Package (as above) plus reporting By Agent or Groups of Agents for Call Centres or Helpdesks Plus live call data on calls waiting and calls held in a queue for PC Wallboards.

A Call Logging & Reporting Package with ACD features (As CMS ACD above) plus the functionality for multi-site data, Multi-user management, bespoke reporting and the following Applications: Call Centre Agent, ACD Group Wallboard and ACD Group Monitor.

CMS-VR

Call Recording: A Voice Recording, Archive and Retrieving Solution that integrates with any of the CMS packages above Or can be used as a standalone voice recording package.

Samsung Call Management Solutions help business by Enhancing service and support. Samsung CMS empowers you to make
Informed decisions about the way each informal call centre operates. With an advanced range of features and Facilities that you would normally only expect in a large, formal contact centre, Samsung CMS helps you effectively Manage your service levels by:

• Identifying trends in agent performance and resource usage in real-time
• Reducing manpower costs by minimising wastage
• Enhancing manpower planning and forecasting
• Controlling resource capacity and re-directing traffic flows
• Providing vital reports on performance, for senior management and other departments
• Generating revenue by offering and monitoring outsourced call centre services
• Enabling effective benchmarking and performance monitoring
• Creating specific billing for campaigns and clients.

SP Converged would be pleased to advise further or consult on any Contact Centre requirement no matter what size.

OfficeServ CMS Software Matrix:

OfficeServ CMS Brochure: