Samsung Telecommunications America will showcase its newest contact center solutions, business analytics and mobile client applications – at Enterprise Connect.
Samsung Contact Center Pro (SCC Pro) and Samsung Call Management Suite (CMS) are designed to improve customer experience, increase employee productivity. The new tools will provide managers and executives with the analytics that enable them to lower business costs through resource planning and forecasting.
The SCC Pro, an optimized contact center, is designed for enterprises with demanding requirements typically found in classic inbound and outbound contact centers with multiple call queues, dedicated agents, scripted calls, targets, call-monitoring and supervisors.
Samsung said SCC Pro offers several call routing options including skills-based routing, where calls are automatically sent to the agent best placed to resolve the problem. It comes with call recording and enables administrators to log into the system remotely from a smartphone or tablet.
Samsung CMS is a call management solution that allows users to manage their desktop phones, view real-time and historical call statistics, check status of other extensions and record all external telephone calls. The application gives managers complete visibility of call traffic and call costs for single or multiple sites.
In combination with WE VoIP, a smartphone application specifically designed for enterprise mobile users, Samsung CMS users will enjoy the benefits of having all business calls automatically recorded even when they are away from the office, enabling agents to work remotely using their mobile devices.
WE VoIP and Samsung CMS make ‘Bring Your Own Device’ simple, allowing employees to make business calls from personal devices and automatically charging them back to the office.
STA offers a unified communications portfolio designed for a mobile-first environment. Its offerings help IT departments address the complex demands of mobility through end-to-end solutions that simplify deployment, installation and management.