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Samsung OfficeServ ACD Call Centre / Contact centre



Samsung OfficeServ ACD Call / Contact centre is specifically tailored for mid sized organisationsor corporate departments requiring a sophisticated customer interaction management solution for 10 to 100 agents. It offers powerful and flexible call handling options previously only available on larger and more expensive systems and is designed to boost customer service levels, lower call abandonment rates and increase staff productivity and accountability. 
 
Key features:
Single point intuitive web-based administration
Simple agent toolbar with performance indicators
Multiple queues, each uniquely configurable
Queue prioritisation and skill based routing
Customisable completion codes and agent break reasons
Real time monitoring, call tracking and historical reporting
Soft wallboard and text messaging facility
Remote agent support
On demand voice recording for legal or training purposes
Text to speech capability (Ability to speak a line of text to callers) 
 
Intelligent routing
Samsung 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. 
 
Anywhere administration
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. 
 
Live feedback
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. 
 
Scalable modular solution
Allows you to choose components that match your operational and budgetary requirements, plus the flexibility to add more modules with additional functionality as and when needed. 
 
Call Recording
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. 
 
Disaster Recovery Process
Mia sells existing call centre seats in a dormant call centre. If problems arise with a call centre, then one can move temporarily to the other one and continue working without any downtime or loss of income to clients.

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  Consultation
  A new telephone system (PABX)
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  PABX to be relocated - Cabling & installations
  Voice Logger (Digital voice recording)
  Call Centre
  Voice-over-IP (VoIP) lines
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  Telephone Management System
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