Samsung CMS CMSRecord: call recording & quality monitoring CMS Report: dashboards & reporting CMS Contact: contact center analytics and agent call control
CONTENTS • Overview of Samsung CMS modules • Why choose Samsung CMS to compliment a Samsung PBX phone system • Product benefits • Features summary • Benefits over 3rd party products • Interesting questions to ask • Cost justification • Summary 1 2 3 4 5 6 7 8
Samsung CMS modules 1 Overview
Samsung CMS modules • Samsung CMS is a total call management solution that fully integrates with the Samsung phone system. • The solution is proven to identify business efficiencies that ultimately deliver a return on your telecoms investment. • CMS Record call recording & quality monitoring: • fully featured call recording. • installed on a single workstation or server, accessible from any number of client PCs.
Samsung CMS modules • Samsung CMS is a total call management solution that fully integrates with the Samsung phone system. • The solution is proven to identify business efficiencies that ultimately deliver a return on your telecoms investment. • CMS Report dashboards and reporting: • dashboards & reporting for businesses and contact centres. • manage, analyse and control communications. • comprehensive and easy to use. • demonstrable ROI.
Samsung CMS modules • Samsung CMS is a total call management solution that fully integrates with the Samsung phone system. • The solution is proven to identify business efficiencies that ultimately deliver a return on your telecoms investment. • CMS Contact comprises of 4 elements: • CMS Supervisor • CMS Supervisor delivers supervisor analytics via dashboards, reports and group wallboards. Supervisors can monitor group activity (such as calls queuing, hold time) and individual agent’s activity. CMS Agent: Supervisor Control • The Agent Control Server enables supervisors to control and view live agent status.
Samsung CMS modules • Samsung CMS is a total call management solution that fully integrates with the Samsung phone system. • The solution is proven to identify business efficiencies that ultimately deliver a return on your telecoms investment. • CMS Contact comprises of 4 elements: • CMS Agent: Agent Seat License • Agent seat licenses are installed on agent desktops for • call control • call preview • personal call history • database integration.
Samsung CMS modules • Samsung CMS is a total call management solution that fully integrates with the Samsung phone system. • The solution is proven to identify business efficiencies that ultimately deliver a return on your telecoms investment. • CMS Contact comprises of 4 elements: • CMS Dial • CMS Dial progressive and predictive automated outbound dialers streamline call handling.
Why choose Samsung CMS to compliment a Samsung phone system 2 Why Samsung CMS?
Why choose Samsung CMS? • Samsung only endorses ‘best of breed’ solutions. • The solution is the only call management solution that is totally integrated with the Samsung phone system. Total integration means simple installation, guaranteed compatibility and a support service designed for the product. • Samsung CMS will bring a proven returnon your telecoms investment. • The product continually evolves. Many features in the latest release are so advanced that they are unique.
3 Product benefits
Samsung CMS: Product benefits Record Contact Protect staff Increase Productivity Monitor Call Activity Improve Customer Service Increase Sales Reduce Errors Train Staff Be Compliant Resolve Disputes Demonstrate ROI Detect Telephone Fraud Reduce Costs Report
CMSreport: Product benefits Comprehensive feature-rich solution with UNIQUE advanced features: Easy to use Dashboard with customisable widgets Wallboard alarms Multi-site reporting • Retain customersby improving customer service. • Increase salesby monitoring and improving telesales performance and returning missed calls promptly. • Improve call handling performance. • Detect telephone fraud early, potentially preventing a huge expense. • Reduce communications costs, see reductions of up to 20%.
CMSrecord: Product benefits • Monitor call quality and staff performanceto 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 stafffrom abuse. • Train staffon call handling techniques and customer interactions to improve performance. • Regulatory compliance • PCI DSS support • Encrypted Comprehensive Feature-rich Easy to use Flexible Scalable Secure Compliant Essential reporting included Multi site recording
CMSContact: Product benefits For the agent: • Increase productivity by speeding up connection and avoiding dialling errors. • Reduce data entry errors. Automatically find the correct screen for data entry. • Reduce call time by minimising database searches and avoid gathering data twice. • Deliver better customer service through better knowledge about who is calling. For the supervisor: • Manage the entire team or individual agents. • View agents availability with the option to change status. • Listen to conversations(monitor or intrude) Powerful integration with your business systems to deliver: Easier and faster call handling Improved customer service
4 Features summary
Samsung CMS: Features summary Contact Record Manage Agent Status Manage Agents At Team or Individual Level Agent Call Control Suitable For All Line Types Cloud-Based Option Stand-alone Option Compliant Easy To Use Scalable Quick Setup Integrated Feature-rich Secure Support Unique Features Reporting Multi Site Customised Reporting Dashboard Wallboard Alarms Widgets Report
Benefits over 3rd party products 5 Benefits
Why choose Samsung CMS over other solutions? • The solution offers unparalleled levels of detail to support business change. • The solution provides unique features including: • Calls which are answered by an auto-attendant before a caller hangs up are considered to be MISSED calls, unlike in competitive products. • Reporting on the groups selected via automated menu options • Unrivalled accuracy when tracking and reporting on calls throughout the business (the call’s ‘audit trail’) • Agent-based analytics based on the number of calls handled for specific call distribution groups
Why choose Samsung CMS over other solutions? • How much time is spent by which agents speaking to whom? • How many calls bounce from one agent to another? • Absent message reporting – empower the agent or enforce policy • Analysis of agent availability based on reason codes. • All modules centre around the reporting engine.
Meeting your requirements 6 Interesting questions
Meeting your requirements The Value of Missed Calls How many calls do you miss everyday? How much does that cost your business? How many missed calls remain unresolved? Missed calls result in lost sales. Unresolved missed calls result in lost customers. According to UK Business Statistics, 56.7% of all missed calls never leave a message and never call back. Increase Sales Do you monitor calls? Monitor calls to provide the right training to the right people. Improving performance will increase sales. ?
Meeting your requirements Improve Customer Service Do your call handlers represent the business as you would? Fantastic customer service differentiates you from competitors. Monitor call quality and staff performance to improve company standards and customer care. Retain More Customers Do you collect, analyse and refer to customer call data? More informed callers will lead to less repetition on calls, efficient conversations and vastly improved customer service. Train Staff to Reach Their Potential How do you train your staff? Do you pay for external training? Call recording enables managers to monitor agents, see where training is needed and to replicate good call handling. Reporting provides the analysis required to identify areas where improvements can be made. ?
Meeting your requirements Handle Disputes in a Professional Manner Can you identify the source of any errors on a call? • A recording empowers you to resolve problems before litigation, protecting both your business and your staff. Compliance • Do you need to comply with regulations? • Encryption. Overall Cost Savings • Did you know you could reduce your communications costs by up to 20%? • Identify unanswered calls • Verify call costs, identify billing anomalies • Highlight telecommunications fraud • Control communications capacity and traffic flows • Generate revenue through call cost mark-up & line rental charges ? • Deliver organisational, extension and client billing • Optimise staffing levels and efficiency
7 Cost justification
Cost Justification considerations How much is a call into your business worth? • Calculate the value of an average sales call and the number of missed calls into the business. Do you know how many of these missed calls remain unresolved and of these the number that do not call back? In the majority of cases, understanding these figures delivers powerful cost justification for call reporting. Training • The reporting and recording solution can cost as little as the price of 1 day of off-site training x 2 people. Recording and monitoring performance enables training to take place in-house.
Key points to remember • Samsung CMS is a quality feature-rich solution designed for and offering total integration with Samsung phone systems. • Gain from increased productivity, improved efficiency and ROI on your telecoms investment.
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