Call Management

Samsung CMS delivers a range of applications that create real business benefits. By providing fresh, relevant data and analysis on system, department and user activity your customer is able to make informed decisions on resource allocation to:

1. Create greater staff efficiency
2. Identify opportunities for cost reduction
3. Deliver more effective services to customers
4. Maximise the return on your existing and future IT investments
5. Achieve and measure Service Legal Agreements

Maximise your investment in people, communications and IT resources.

Whether you are managing a small team of reactive service staff or supporting a large outbound sales team you can enhance any contact centre environment with real-time data and analysis from Samsung's scalable Call Management Software packages.

3 Packages to suit every budget and requirement

Samsung CMS is available in 3 distinct software packages, allowing you to select the most appropriate and cost-effective solution that meets your individual requirements.

CMS - Lite

Provides a competitive call logging solution with advanced features such as call monitor, a PC-based 'soft wallboard', and Agent and System delivered via SMDR outputs.

Exploiting historical data to identify core trends in call traffic and resource usage, CMS - Lite is an extremely effective entry-level application for single site, single user working.

CMS-Lite ACD

CMS-Lite ACD takes your solution one step further, introducing enhanced functionality for formal call environments.

Utilising your Samsung system's ACD data* to present ACD Group statistics and Traffic reports in graphical format, your business will benefit from a greater depth of analysis on staff and departmental resources. CMS Lite ACD is also designed for single site, single user solutions.

CMS-Professional

Enables individuals and multi-user management with a comprehensive suite of features and functionality and the ability to create bespoke reports to meet user specific business needs.
With the addition of applications including:
 

1. Call centre Agent Monitor*
2. ACD Group Wallboard
3. ACD Group Monitor
4. Real-time Reports
5. Historical Reports

Samsung CMS-Professional provides Real-Time and historic statistics on Call Centre agents as well as offering the same reporting for all extensions users.

Samsung CMS Professional is the ideal solution for more structured or multi-site informal call centre environments.