Samsung Contact Center Pro (SCC Pro)

NES-SCC-200

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.

  • Ease of Use
  • Saves Time and Resources
  • Improved Productivity and Service Levels
  • Empowered Flexible Workforce
  • See Specifications
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Product Features

ACD

SCC Call Routing

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.

Reporting

SCC Reports

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.

IVR

SCC IVR

Built-in interactive Voice Response System to enable users to leave messages, route calls to the right agent or offer self-service option.

Recording

SCC Call Recording

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.

Specifications

NES-SCC-200

Integration and Management

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
Compliance
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
Services Standard (8hr) or Enhanced (24hr) support
System Compatibility
Samsung Communication Manager SCM v.4.0
OfficeServ 7000 Series V4.75 and higher

Features and specifications are subject to change without prior notification

Support

See All Support Options

Manuals/Downloads

Download Manual with English, Spanish and Korean version as well as Drivers.

Troubleshooting Guide

Use our interactive tool to fix common problems.

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