GlobalTalk for total support
No matter your phone system, rely on us for customer support.
Helping you get the most out of your system is our business. Our experienced team are there for you, Australia wide, with technical help and product know how.
Click the image for larger view
Samsung OfficeServ ACD Call Centre is a Windows Server based ACD application which provides active ACD Call routing to PC based agents and is an ideal solution for small and medium call centres.
Samsung OfficeServ ACD Call Centre suite consists of five components,
The main features include full call control from the agents screen, remote agent working, multiple queues, skills based routing, soft wallboards, real-time and historical reporting. ACD = Automatic Call Distribution
Samsung ACD Call Centre facilitates the call centre managers to efficiently service the needs of the callers, reducing response time for caller service, minimising call centre resource requirements, manage and control call handling priorities and maximise productivity, value and stability of the call centre staff.
Success of call centres depends on the ability to respond to demand and provide the greatest level of service to incoming callers. Utilising the existing intelligence of Samsung OfficeServ system, your business can be assured that the addition of the ACD Call Centre will provide real-time, accurate data and analysis of system, department and user call activity. Up to the minute, key call details can be displayed on discreet, desktop display or optional wallboards to provide staff with an easy to view summary of performance parameters for groups, extensions or DDI numbers - for example:
- Total calls received, waiting, answered or lost
- Current longest waiting call time
- Average and longest queuing time
- Individual agent call handling activity
- Average ring time before calls are answered
- Warning alarms set again call criteria
ACD Supervisor
Call Centre administration and maintenance is now simplified with ACD Supervisor’s intuitive user interface. Using web-based technology, the ACD Supervisor can be accessed from any location on the network to administer all aspects of your system. With a simple click of the mouse, systems settings can be viewed and changed in real time to proactively maintain service levels.
- Set up multiple queues with ease
- Increase agent productivity with call blending
- Live monitoring of queues and agent activity
- Full audit trail of all Supervisor changes
ACD Reporting
Similarly, Samsung ACD Reporting utilises web technology to deliver real time call centre statistics, queue service level and agent performance. Other added features include call tracking facility through caller information, graphical charts and real time service level indicators.
- Clear picture of call centre activity
- Provides a consistent level of service
- Export reports to Microsoft Excel format
ACD Agent
Call centre agents are presented with a simple ‘toolbar’ on their desktop PC allowing them to perform basic telephony functions as well as agent duties. The fully customisable toolbar provides complete functionality for agents, leaving the desktop clear for other business applications.
- Real time visibility of queuing and call activity
- Wrap up time and completion codes
- Informative screen pops appear when calls are received
Call Centre Agents have the ability to log themselves out and select a reason for their absence. This is fully customisable and can be monitored upon using the ACD Reporting Application
Within the desktop view each agent has visibility of the queues they have been allocated to and statistics relating to those queues.
ACD Wallboard
Vital real time information for the call centre can be prominently displayed in customizable formats using the ACD Wallboard application. Supervisors have a simple snap-shot of call traffic and activity to evaluate the current performance of queues and agents. A typical wallboard might display the following information.
- Number of waiting calls
- Total inbound calls
- Abandoned Calls/Day
- Current wait time
- Logged in Agents
- Idle Agents
- Agent status
Thresholds can be set to provide early warning signals of potential service level issues.
OfficeServ Interactive Voice Response (IVR)
The Samsung OfficeServ IVR Application is a customisable voice announcement and voice messaging solution that can be used to play messages to callers and deliver the call to the appropriate destination depending on the caller’s selection.
When used with OfficeServ ACD Call Centre has the potential to reduce call abandonment rates, improve the customer call experience and increase marketing opportunities. Samsung OfficeServ IVR has text to speech (TTS) capability and can be programmed to play voice messages for auto attendant/in-queue messaging/out of hours message. It can also provide an alternative to waiting on hold, automation of routine enquiries and an extension of your businesses hours of operation.
The Samsung OfficeServ IVR can also be used as a stand alone application in conjunction with Samsung’s OfficeServ 7000
