Samsung CMS Product Overview & Benefits
Samsung CMS Report gives managers complete visibility of call traffic and call costs
for single or multiple sites, with the ability to charge costs to
different individuals, departments or clients. Primary
call statistics can be displayed on a wallboard or PC monitor.
Why analyze call activity?
Why analyze call activity?
- Maximize the return on your investment
- Improve customer service, helping you to retain and gain more customers
- Increase revenue by monitoring and improving your business performance
- Improve call handling techniques
- Detect telephone fraud early
- Reduce communications costs
Samsung CMS Record, a plug-in module for Call Reporting and Contact Center, provides a complete management and call recording solution. You can use it to store, find, playback, archive and email encrypted recordings.
Why record calls?
Why record calls?
- Monitor call quality and staff performance to improve company standards and customer care.
- Resolve “who said what” disputes by confirming details from a call such as quantities/specifications of an order, protecting both your business and your staff from disputes.
- Protect staff from abuse
- Train staff on call handling techniques and customer interactions to improve performance
- Regulatory compliance
Samsung CMS Contact offers Contact Center Reporting. This module delivers detailed performance reports for the contact center and individual teams. It also provides real-time statistics on key performance indicators that can be shown on a desktop PC or large screen display.
- Contact Center Reporting Adds Additional Business Intelligence
Business analytics enhances call reporting by adding missed call analysis, staff modeling tools and high-level business reporting. - Supervisor Control
CTI for supervisors to control and view agent's status. - Contact Center Agent
Brings call center and handset functions to the agent’s desktop to view agent’s call history, call previews and performance statistics. - Progressive and predictive automated dialers
Call handlers will spend more time talking and less time dialing with the Samsung Contact Centre Progressive and Predictive Dialers.