Contact Centre

Samsung OfficeServ Call Reporting has been designed to offer organisations of any size the ability to maximise the use of staff, telephony and IT resources. Using historical call statistics, extension, groups of extensions, DDI and trunk activity can be analysed to assess call traffic and users efficiency, so that you can:
- Verify call costs, including multiple carriers
- Calculate call handling capacity and traffic flows
- Manage staffing levels to meet fluctuations in demand
- Create concise billing information for cost centres, extensions, clients and campaigns
- Create automated or on-demand reports in standardised Excel, Word, HTML and email formats.

OS Communicator is an integrated communications application able to bring together voice, video and instant messaging communications. It also adds administration functions to allow you to personalise your handset. High end functionality scalable to your business. Get access to big system functions at a price to match your business size. OS Communicator provides benefits including the ability to dial direct from your Microsoft Outlook contacts list, to see a list of who has called you, who you have called, any missed calls and simple redial on any of the numbers.

Mobility is more about connectivity, being in contact, than it is about moving around on the phone. In todays competitive business environment being properly connected is more important than its ever been. Having the right information, being up to date with the facts and speaking to people when it matters makes all the difference. Old info is the wrong info and returning calls when its too late is pointless. Samsung Unified Communications solutions really deliver in bringing people and their methods of communication together and in contact with each other.

Features of OfficeServ Connect
1. System will poll up to 5 devices (mobile phone, home office, alternate office, warehouse, etc.) which will simultaneously ring.
2. Make and receive calls through the OfficeServ system from any device including mobile as if you were at your desk.
3. Allows you to be a member of the group even if you are on your mobile.
4. Managing calls through the system allows you to maintain the central benefits of call control, operator console, voice mail, call recording, etc.
5. Full control of the call including transfer with Pro upgrade.

Extending the informal call centre Actively managing Informal or formal call centres can be difficult and time consuming. OfficeServ Contact Centre Agent extends the ACD functionality of the OfficeServ by bringing call centre and handset functions to the desktop. OfficeServ Contact Centre Agent comprises of 6 modules: that can be selectively displayed on an agents desktop Group View, Login, Dialler, Current calls, Call Preview, and Wallboard.

Samsung OfficeServ Contact Centre Pro (CCP) is specifically tailored for mid sized organisations or corporate departments requiring a sophisticated customer interaction management solution for 10 to 100 agents. This server based application integrates with the OfficeServ 7000 range of communication systems, and is designed to enhance customer service levels, lower call abandonment rates, increase staff productivity and accountability.

OfficeServ Contact Centre Reporting extends the features of OfficeServ Call Reporting with the following additional functionality;
Call Centre Agent Report is an ideal agent and call centre productivity reporting tool, providing up to the minute call information for each member of staff. Call activity for each agent, or group of agents, is represented using easily understood graphics and tables that highlight call trends. Agent performance can be analysed using any of the 15 comparison charts including: total talk time, calls this hour and average response times. Crucially, unanswered calls can also be identified in real-time by intelligent CLI (Calling Line Identity), enabling a rapid recovery of abandoned or lost calls.

Every business needs to maximise the return on investment and utilisation of new resources, and your new Samsung OfficeServ solution is no exception. With an array of new and enhanced features and functionality at your disposal it is imperative that each user is able to control their own extension to meet their individual working patterns. Samsung has made ongoing extension management as simple as possible by developing OfficeServ EasySet an intuitive browser interface that allows each user to take command of their communications, enhancing efficiency and productivity.

The OfficeServ IP-UMS truly unifies all your Voice Mail, Fax Mail and E-mail messages, making SMB more responsive, flexible and efficient. The OfficeServ IP-UMS voice processing and Unified Messaging application provides a unified messaging platform allowing employees to access any type of messages anytime, anywhere.

First impressions count so it is imperative that incoming calls are managed as effectively and professionally as possible by your Operators. Thats why Samsung has developed OfficeServ Operator, a PC based Console that makes handling high volume call traffic as smooth and efficient as possible, the image of your organisation. The OfficeServ Operator can be used as the first contact and distribution point of any informal call centre. With the simplicity of point and click operation, OfficeServ Operator replaces traditional handset key and lamp working to offer each Operator extensive call handling functionality, vastly improving their day-to-day management of incoming call traffic. OfficeServ Operator offers users choice, allowing the more experienced operator to revert to keyboard operation without compromising functionality.Stand in or temporary operators can use drag & drop or follow the context sensitive prompts displayed at the top of the screen.

The OfficeServ Voice Messaging family (OSVM) offer a powerful choice of messaging solutions that are not only cost effective but can also deliver the benefits of voicemail and call processing to any working environment. The OfficeServ Voice Messaging is embedded into the OS7030, OS7100, OS7200S and provided on OS7200 and OS7400 as an optional module (SVMi-20), Providing 1 to 20 ports of voice messaging for the range of Samsung Communication systems. The OfficeServ Voicemail provides a cost effective call processing solution for busy working environments 24 hours a day, 7 days a week. Easy to use and manage, the OSVM can help your business reduce the number of missed or dropped calls, increase efficiency and improve the levels of customer service you provide. Administrator reports also allow you to view how effectively your investment is being utilised. For example OSVM can report how many messages each user has taken, or how many times an individual Auto Attendant option is chosen.

A fully integrated plug-in module for the OfficeServ Call Reporting and Contact Centre range of products, which can record your ISDN30, ISDN2, SIP or Analogue trunks. By providing a complete management and call recording solution, which is contained and managed from a single work station or server, storing, finding, playback and archiving of calls is just a click away. Many types of organisations can benefit from using OfficeServ Voice Recording. In particular, there are obvious advantages for legal firms, insurance companies, call centres, public agencies, health centres/doctors surgeries and any FSA regulated company that is legally bound to record calls. However, call recording is vital for any organisation that is serious about:
- Resolving who said what disputes
- Telesales and marketing training
- Confirming quantities and specifications of an order
- Staff protection from abuse
- Litigation purposes, can be used in a UK court
- Monitoring staff performance
- Monitoring customer care.