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.

AT A GLANCE

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

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

  • IVR/ Self Service

    Full integration into customer data environment to allow 24/7 interactions

Full Specifications

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

  • IVR/ Self Service
    Full integration into customer data environment to allow 24/7 interactions
  • 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
See Full Specs

Knowledge Center

Samsung Contact Center (SCC) Pro

Samsung Contact Center (SCC) Pro

SCC Pro is specially designed for enterprises with more demanding requirements typically found in classic inbound and outbound contact centers.

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