Samsung Contact Center Pro (SCC Pro) is specially designed for enterprises with more demanding requirements typically found in classic inbound and outbound contact centers. From IVR, overflows and skills-based routing to workload balancing and virtual queuing, Samsung provides a full suite of powerful tools delivering a professional, streamlined contact center experience.
Conditional Call Routing via ACD Engine with customized overflows, Skill based routing with 9,999 skill levels, unlimited queues and supports 100 queues and 500 agents/supervisors.
Real Time and Historical Reporting of all ACD Activity in addition to customer data – allows for resource levels to be planned accurately, improving efficiency and customer service as well as providing deeper levels of performance analytics.
Built-in interactive Voice Response System to enable users to leave messages, route calls to the right agent or offer self-service option.
Inbuilt Call Recording of all Agent Calls with PCI Options. Recording calls can be used for training purposes to improve customer calling experiences while also complying with current Legislation.
IVR/ Self Service: Full integration into customer data environment to allow 24/7 interactions
Contact Center Pro
|Contact Center||ACD groups, Position in queue, Skills based routing, New media engine|
|Reporting||Record agent calls; Search,play and archive calls|
|Recording||Extensive call/customer interaction reports; Customized and scheduled reports|
|PCI Compliance||Recordings can be stopped and started over when credit card information is presented|
Integration and Management
|Soft Turrett||Desktop call control with Wrap up and unavailable codes|
|API Integration||Embed contact center agent fuctionality directly into customer CRM application|
|Administration||Simply controlled from an intuitive browser interface|
|CTI||Revolutionary and cost effective customer application integration|
|Architecture||Pure SIP based, Linux appliance with browser based administration|
|Smartphone Integration||Access customer database and reports via Samsung smartphone|
|Services||Standard (8hr) or Enhanced (24hr) support|
|Samsung Communication Manager||SCM v.4.0|
|OfficeServ 7000 Series||V4.75 and higher|
Features and specifications are subject to change without prior notification