Samsung Contact Center Pro (SCC Pro)
AT A GLANCE
- Ease of Use
- Saves Time and Resources
- Improved Productivity and Service Levels
- Empowered Flexible Workforce
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.
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.
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.
IVR/ Self Service
Full integration into customer data environment to allow 24/7 interactions
Contact Center Pro
Contact CenterACD groups, Position in queue, Skills based routing, New media engine
ReportingRecord agent calls; Search,play and archive calls
RecordingExtensive call/customer interaction reports; Customized and scheduled reports
PCI ComplianceRecordings can be stopped and started over when credit card information is presented
Integration and Management
IVR/ Self ServiceFull integration into customer data environment to allow 24/7 interactions
Soft TurrettDesktop call control with Wrap up and unavailable codes
API IntegrationEmbed contact center agent fuctionality directly into customer CRM application
AdministrationSimply controlled from an intuitive browser interface
CTIRevolutionary and cost effective customer application integration
ArchitecturePure SIP based, Linux appliance with browser based administration
Smartphone IntegrationAccess customer database and reports via Samsung smartphone
ServicesStandard (8hr) or Enhanced (24hr) support
Samsung Communication ManagerSCM v.4.0
OfficeServ 7000 SeriesV4.75 and higher
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