21 April 2023 1

SAMSUNG CMS

CMS Record: call recording & quality monitoring

CMS Report: dashboards & reporting

CMS Contact: contact center analytics and agent call control

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CONTENTS

1. Overview of Samsung CMS modules

2. Why choose Samsung CMS to compliment a Samsung PBX phone system

3. Product benefits

4. Features summary

5. Benefits over 3rd party products

6. Interesting questions to ask

7. Cost justification

8. Summary

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Overview

Samsung CMS modules

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SAMSUNG CMS MODULES

Samsung CMS is a total call management solution that fully integrates with the Samsung phone system. The solution is proven to identify business efficiencies that ultimately deliver a return on your telecoms investment.

CMS Record call recording & quality monitoring:• fully featured call recording.

• installed on a single workstation or server, accessible from any number of client PCs.

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SAMSUNG CMS MODULES

Samsung CMS is a total call management solution that fully integrates with the Samsung phone system. The solution is proven to identify business efficiencies that ultimately deliver a return on your telecoms investment.

CMS Report dashboards and reporting:• dashboards & reporting for

businesses and contact centres.

• manage, analyse and control communications.

• comprehensive and easy to use.

• demonstrable ROI.

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SAMSUNG CMS MODULES

Samsung CMS is a total call management solution that fully integrates with the Samsung phone system. The solution is proven to identify business efficiencies that ultimately deliver a return on your telecoms investment.

CMS Contact comprises of 4 elements:

CMS Supervisor• CMS Supervisor delivers supervisor

analytics via dashboards, reports and group wallboards. Supervisors can monitor group activity (such as calls queuing, hold time) and individual agent’s activity.

CMS Agent: Supervisor Control• The Agent Control Server enables

supervisors to control and view live agent status.

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SAMSUNG CMS MODULES

Samsung CMS is a total call management solution that fully integrates with the Samsung phone system. The solution is proven to identify business efficiencies that ultimately deliver a return on your telecoms investment.

CMS Contact comprises of 4 elements:

CMS Agent: Agent Seat LicenseAgent seat licenses are installed on agent desktops for

• call control

• call preview

• personal call history

• database integration.

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SAMSUNG CMS MODULES

Samsung CMS is a total call management solution that fully integrates with the Samsung phone system. The solution is proven to identify business efficiencies that ultimately deliver a return on your telecoms investment.

CMS Contact comprises of 4 elements:

CMS DialCMS Dial progressive and predictive automated outbound dialers streamline call handling.

Why Samsung CMS?

Why choose Samsung CMS to compliment a Samsung phone system

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WHY CHOOSE SAMSUNG CMS?

• Samsung only endorses ‘best of breed’ solutions.

• The solution is the only call management solution that is totally integrated with the Samsung phone system. Total integration means simple installation, guaranteed compatibility and a support service designed for the product.

• Samsung CMS will bring a proven return on your telecoms investment.

• The product continually evolves. Many features in the latest release are so advanced that they are unique.

Product benefits 3

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SAMSUNG CMS: PRODUCT BENEFITS

Record

Report

Contact

Protect staff

Reduce Costs

Train Staff Be CompliantResolve DisputesDemonstrate ROIDetect Telephone Fraud

Increase ProductivityMonitor Call ActivityImprove Customer

ServiceIncrease SalesReduce Errors

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CMSREPORT: PRODUCT BENEFITS

Retain customers by improving customer service.

Increase sales by monitoring and improving telesales performance and returning missed calls promptly.

Improve call handling performance.

Detect telephone fraud early, potentially preventing a huge expense.

Reduce communications costs, see reductions of up to 20%.

Comprehensive feature-rich solution with

UNIQUE advanced features:

Easy to useDashboard with customisable

widgetsWallboard alarms

Multi-site reporting

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CMSRECORD: PRODUCT BENEFITS

Monitor call quality and staff performance to improve company standards and customer care.

Resolve “who said what” disputes by confirming details from a call such as quantities / specifications of an order, protecting both your business and your staff from disputes.

Protect staff from abuse.

Train staff on call handling techniques and customer interactions to improve performance.

Regulatory compliance

• PCI DSS support

• Encrypted

ComprehensiveFeature-richEasy to use

FlexibleScalableSecure

CompliantEssential reporting

includedMulti site recording

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For the agent:• Increase productivity by speeding up

connection and avoiding dialling errors.

• Reduce data entry errors. Automatically find the correct screen for data entry.

• Reduce call time by minimising database searches and avoid gathering data twice.

• Deliver better customer service through better knowledge about who is calling.

For the supervisor:• Manage the entire team or individual

agents.

• View agents availability with the option to change status.

• Listen to conversations (monitor or intrude)

Powerful integration with your business systems to deliver:

Easier and faster call handling

Improved customer service

CMSCONTACT: PRODUCT BENEFITS

Features summary 4

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Record

Report

Contact

Suitable For All Line Types Cloud-Based OptionStand-alone OptionCompliant

Customised ReportingDashboardWallboard AlarmsWidgets

Unique FeaturesReportingMulti Site

Easy To Use Scalable

Quick SetupIntegrated

Feature-richSecureSupport

Manage Agent StatusManage Agents At Teamor Individual LevelAgent Call Control

SAMSUNG CMS: FEATURES SUMMARY

Benefits

Benefits over 3rd party products

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WHY CHOOSE SAMSUNG CMS OVER OTHER SOLUTIONS?

The solution offers unparalleled levels of detail to support business change.

The solution provides unique features including:• Calls which are answered by an auto-attendant before a caller hangs up are

considered to be MISSED calls, unlike in competitive products.

• Reporting on the groups selected via automated menu options

• Unrivalled accuracy when tracking and reporting on calls throughout the business (the call’s ‘audit trail’)

• Agent-based analytics based on the number of calls handled for specific call distribution groups

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WHY CHOOSE SAMSUNG CMS OVER OTHER SOLUTIONS?

• How much time is spent by which agents speaking to whom?

• How many calls bounce from one agent to another?

• Absent message reporting – empower the agent or enforce policy

• Analysis of agent availability based on reason codes.

All modules centre around the reporting engine.

Interesting questions

Meeting your requirements

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MEETING YOUR REQUIREMENTS

The Value of Missed CallsHow many calls do you miss everyday? How much does that cost your business? How many missed calls remain unresolved? Missed calls result in lost sales. Unresolved missed calls result in lost customers.

According to UK Business Statistics, 56.7% of all missed calls never leave a message and never call back.

Increase Sales Do you monitor calls?Monitor calls to provide the right training to the right people. Improving performance will increase sales.

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MEETING YOUR REQUIREMENTS

Improve Customer Service Do your call handlers represent the business as you would? Fantastic customer service differentiates you from competitors. Monitor call quality and staff performance to improve company standards and customer care.

Retain More CustomersDo you collect, analyse and refer to customer call data?More informed callers will lead to less repetition on calls, efficient conversations and vastly improved customer service.  

Train Staff to Reach Their PotentialHow do you train your staff? Do you pay for external training?Call recording enables managers to monitor agents, see where training is needed and to replicate good call handling. Reporting provides the analysis required to identify areas where improvements can be made.

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MEETING YOUR REQUIREMENTS

Handle Disputes in a Professional MannerCan you identify the source of any errors on a call?• A recording empowers you to resolve problems

before litigation, protecting both your business and your staff.

ComplianceDo you need to comply with regulations? • Encryption.

Overall Cost SavingsDid you know you could reduce your communications costs by up to 20%?• Identify unanswered calls

• Verify call costs, identify billing anomalies

• Highlight telecommunications fraud

• Control communications capacity and traffic flows

• Generate revenue through call cost mark-up & line rental charges

• Deliver organisational, extension and client billing

• Optimise staffing levels and efficiency

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Cost justification 7

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COST JUSTIFICATION CONSIDERATIONS

How much is a call into your business worth?

• Calculate the value of an average sales call and the number of missed calls into the business. Do you know how many of these missed calls remain unresolved and of these the number that do not call back? In the majority of cases, understanding these figures delivers powerful cost justification for call reporting.

Training

• The reporting and recording solution can cost as little as the price of 1 day of off-site training x 2 people. Recording and monitoring performance enables training to take place in-house.

Summary 8

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KEY POINTS TO REMEMBER

Samsung CMS is a quality feature-rich solution designed for and offering total integration with Samsung phone systems.

Gain from increased productivity, improved efficiency and ROI on your telecoms investment.

29Thank you