Security has been enhanced with a new password policy, role-based access and improved multi-site access. Through a series of Samsung CMS reports, dashboards and wallboards, managers can monitor caller tolerance, percentage of calls answered, abandoned calls and unresolved missed calls, to improve customer service and achieve goals. Integration with call recording enables encrypted recordings to be filtered and played back to monitor call handling, train staff and improve performance.
Wilfred Wood, Head of Product Marketing at Samsung comments: “Samsung call management has been revitalised through this new edition of Business Reporting and Call Recording. This visual browser-based application adds value to partner product portfolios and will be launched at a series of roadshows organised in conjunction with our distributors Nimans and Exertis in May 2017.”
Tony Martino, MD of Tollring comments: “We are delighted to see Samsung CMS being launched to the channel. The channel will not only benefit from data visualisation improvements, robust security enhancements and language support but also improved functionality. Samsung CMS is being launched to the UK and Europe initially, with a view to being rolled out globally throughout 2017.”