Taking desktop phones mobile, Samsung Telecommunications America, LLC (STA) has expanded its product portfolio, including its newest contact center solutions, business analytics and mobile client applications. STA brings together enterprise-ready mobile devices, security frameworks, wireless infrastructure and voice over wireless LAN for more efficient and collaborative work environments.
Customers, Employees, Managers Benefit
The two products, the Samsung Contact Center Pro (SCC Pro) and the Samsung Call Management Suite (CMS), are each designed with businesses in mind. Contact center management tools improve customer experience, increase employee productivity and 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 specially designed for enterprises with more demanding requirements typically found in classic inbound and outbound contact centers with multiple call queues, dedicated agents, scripted calls, targets, call-monitoring and supervisors. SCC Pro offers a plethora of 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 total 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 enable bring your own device, allowing employees to make business calls from personal devices and automatically charging them back to the office.