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Feature-rich
Above all, Samsung Contact Centre is
feature-rich. Key features include:
1. Built-in IVR
The built-in Interactive Voice Response
system enables customers to process
calls more efficiently inside and outside
office hours. It can be used as cover
in busy periods; to enable callers to
leave messages; to route calls to the
appropriate agent/department (see
below); or for self-service applications.
The ability to integrate the IVR system
with other applications means that
you can even design self-service
applications with a two-way transfer of
information. For example, a customer
could use the IVR system to find out
about stock levels for a particular
product or the balance of their account.
Another useful feature is the ability
for callers to reserve their place in the
queue, hang up and then take a call-back
when they get to the front.
2.Skills-based Routing.
The skills-based routing of calls is
another big differentiator with basic
call centre offerings. The ability to
automatically route calls to the best
agent for the job or, if they are busy,
to the next-best person cuts call times,
prevents customers from being passed
from person-to-person and reduces the
need for call-backs.
“If someone does multiple tasks
e.g. insurance for cars, motorbikes and
commercial vehicles, you might give
them a skill level 1 for car insurance, skill
level 2 for bikes and skill level 3 for vans.
The system will route calls by skill level,
so if a call comes in for bike insurance
(by dedicated number or IVR) and all the
skill level 1 agents are occupied, the call
will go to someone with skill level 2,”
explainedWood.
3. Management Reports
The comprehensive reporting suite
included in Samsung Contact Centre
gives supervisors the information
needed to manage a contact centre
or department more effectively, for
example by ensuring that break times
and staffing levels reflect peaks and
troughs in call volumes; or by analysing
the performance of individual agents.
In addition to pre-defined reports,
such as calls waiting and length of
wait, customers can create their own
personalised reports, pull in information
from other sources and integrate
Samsung Contact Centre data with
OfficeServ reports.
“If you are an OfficeServ user, we
have a plug-in that goes into standard
OfficeServ reports so you can report on
the whole system including the contact
centre,” explainedWood. “And you can
pick up data from outside the phone
system and contact centre system. For
example, you can pull in information
from the sales system and display it on
the wallboard in real-time.”
4. Customisable Display
In more formal call centre
environments, wallboards provide a
visual display of key indicators, giving
supervisors the information they need
to run the department effectively
and agents an incentive to improve
their performance. Samsung Contact
Centre lets you make the most of
this capability by selecting what
information you would like to display
and in what size and format (graph,
ticker tape etc.). If you choose to, you
can specify different designs and data
for every board.
Contact centres are an essential
part of every business and can have
a big impact on an organisation’s
profitability and how it is perceived
by its customers. Samsung Contact
Centre has been designed from the
ground up to bring enterprise-class
functionality to small and medium
sized businesses in a form that is easy
to install and administer.Whether used
in conjunction with a Samsung phone
system or one from another vendor, it
has the potential to raise productivity
and transform a business’s relationship
with its customers at a lower price
point than ever before.
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Multiple ACD call routing modes with
customised overflows and routing;
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Skills/priority-based routing with 9999 skill
levels;
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Supports 100 queues and 500 agents/
supervisors;
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Cross platform web-based desktop agent
applications;
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User friendly IVR design & programming
application;
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Real-time agent and queue information
delivered directly into Ubigate and
OfficeServ call management reports and
screens;
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IVR engine fully scriptable using SMXML;
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Historical reports with data archive
management delivered as an enhancement
to existing Ubigate or OfficeServ reporting;
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Intuitive web-based administration interface
requires no operating system knowledge;
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Application Protocol Interface (API)/
Software Developer Kit for user
management and configuration;
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Directory services integration and Simple
Network Management Protocol (SNMP)
monitoring;
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Multiple interface support to interwork with
a legacy PBX;
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Simple installation from ISO image;
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Configuration and administration accessed
by web browser interface;
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Reporting deliverable as Windows
application or via web browser;
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Multi device application working, including
PC, tablet smartphone;
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Multi-operating system working –Windows
PC, Citrix, Mac, Linux;
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Real-time live configuration and
modification;
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Voicemail queuing.
Key features