The Samsung OfficeServ ACD Call Centre solution is a server based application that integrates seamlessly with Samsung’s OfficeServ 7000 range of communication systems. It’s scaleable and modular design means that you can choose the components that match your operational and budgetary requirements, while ensuring that you have the flexibility to add more modules in the future. Key components include:
• Intelligent Routing
Queue prioritisation based on a variety of parameters, such as the number called, agents’ skills, customer type, and waiting time.
• Supervisor Application
Single point, intuitive, web-based administration with three modules to authenticate the administrator, analyse call statistics and assess strategies and monitor campaigns.
• Agent Application
Simple toolbar with performance indicators and access to information agents need to efficiently handle calls, email, chat and VoIP within the business environment.
• Management Reporting
Real time monitoring, call tracking and historical reporting.
• Wallboard
A highly visible, centralised display of important statistics about the status of the contact centre operations, such as the number of available agents or calls waiting.
• Interactive Voice Response (IVR)/Recorded Announcement Device (RAD)
Automated messaging or an advanced auto attendant service for customer calls, including on demand recording of conversations for legal or training purposes.