Products & Services

CMS (Call Management Software)

Lost calls means lost business!

Your primary aim is to increase profitability - and every lost sales opportunity makes that harder to achieve.

When incoming calls are unanswered or poorly handled, your customers go elsewhere and you lose valuable sales. Though it is clear, you must be able to monitor call traffic to see how your staff - and your telephone system are performing pressure.

Samsung CMS delivers a range of software-based applications that create real business benefits by maximising your investment in staff, communications and IT. Providing real-time, accurate data and analysis on system, department and user call activity you can make rapid and informed decisions on resource allocation to:

• Increase staff efficiency
• Reduce costs
• Improve customer service.

Additionally, Samsung CMS can measure and report on service levels achieved, activities, and response times both real-time and historically. This enables organisations to identify bottlenecks and potential problem, forecast resourcing and measure the ongoing effectiveness of teams and individuals.

Samsung CMS solution also supports IP Agents, making home-worker agents and remote agents a reality by measuring activity levels and providing productivity reports. This enables call centres to extend their employee and skills pool to part-timers, working mothers, and people with special needs. Additionally, with minimal costs call centres can now offer ‘Follow-the-Sun’ and ‘Multi-Lingual’ services by using our IP agents with ADSL connectivity, while supervisors can continue to use the monitoring and reporting power of the CMS package.