SAMSUNG OfficeServ CTI provides you with a link between two previously seperate systems, your telephone system and you PC, utilising the full power of both. OfficeServ CTI improves the way your organisation communicates – externally and internally, desktop to desktop, by phone, email and fax.
A receptionist is often a customer’s first point of contact in an organisation, and making a positive, professional first impression is imperative for customer satisfaction. OfficeServ Operator is an easy to use PC-based console specifically designed for frontline staff (operators) so that they can handle high volume call traffic as smoothly as possible. OfficeServ Operator works in conjunction with the Samsung OfficeServ handset. For businesses with multiple locations, the multi-site operator when used with Samsung’s network protocol allows a centralised operator to manage calls for the enterprise. This maximises efficiency and reduces staff costs with no loss of customer service.
Process calls faster and more efficiently
Provide professional and personalised service for callers
Samsung OfficeServ ACD Call Centre is specifically tailored for mid sized organisations or corporate departments requiring a sophisticated customer interaction management solution for 10 to 100 agents. It is designed to enhance customer service levels, lower call abandonment rates, increase staff productivity and accountability.
OfficeServ ACD Call Centre intelligently prioritises and manages all incoming calls by ensuring each customer is answered by the most appropriate skilled agent. Callers can also be routed to their preferred agent by applying rules on their caller line identification (CLI), direct dial inward (DDI), or by using custom announcement features to allow users to direct their call.
ACD Supervisor uses the latest web technology to administer all aspects of your call centre. The easy to use interface makes setting up and managing call routing, queue settings, agent assignments and other system parameters a simple click of the mouse.
Whether you are the manager, team leader or agent, our dedicated wallboard, live web monitoring systems and personal agent performance indicators will constantly keep you up to date with real time call centre activity that is important to you.
Scaleable Modular Solution
Lets you choose components that match your operational and budgetary requirements, plus the flexibility to add more modules with additional functionality as and when required.
For security or quality control purposes, all calls taken via Agents can be recorded on demand and stored for retrieval and playback at a later date.
Every time you leave the office, irrespective of distance or geographical location, you can have the comfort and functionality of your office phone right there on your PC, laptop or PDA*. OfficeServ IP Softphone is a PC-based application for mobile professionals and telecommuters that provides full handset and telephony functionality at the click of a button without the need for a physical phone. Softphone users can log in from home, interstate or overseas across a broadband connection and simulate their office environment with full telephony functionality.
Work smarter and increase productivity
* PDA versions is only compatible on Windows Mobile Operating Systems
^ For OfficeServ Softphone video operation across the public internet, a VPN or equivalent is required.
Ideal for call centre environments and organisations requiring reporting, OfficeServ Dataview provides statistical reports, real time monitoring and scheduled reports on the call traffic of a Samsung OfficeServ system using a web-based user interface. OfficeServ Dataview provides high level integration with the OfficeServ Automatic Call Distribution (ACD) system, and includes detailed monitoring and reporting on Queues, Agents and Trunks, plus a comprehensive selection of data that meets most call centre requirements – Total Calls, Calls Answered, Abandoned Calls, Talk Time and Average Wait Time.
Monitor customer satisfaction levels
OfficeServ Manager is the main configuration tool for Samsung OfficeServ systems and includes an administration mode and a supervisor mode. Administration mode allows System Managers or other authorised users to configure the elements of the system that directly affect users, such as station names, passwords, ring types and a range of other parameters. The supervisor mode is used during installation and maintenance, and allows complete access to all of the system configuration details, without the need to call a service technician.
Streamline business operations and reduce costs