Samsung CMS is a total call management solution that fully integrates
with your Samsung phone system. This application provides a real
insight into how your business interacts with customers and suppliers in
real time using a confi gurable dashboard and reporting suite.
With Samsung CMS, users are able view real-time and historic call statistics,
check the status of other extensions and record all external phone calls.
Samsung CMS enables your business to assess how quickly an agent answers
a call, how many calls are lost, as well as peak times for incoming and outgoing
calls. Paired with Samsung WE VoIP application, it can also make ‘Bring Your
Own Device’ simple, allowing employees to make business calls from personal
devices and automatically charging them back to the offi ce.
Productivity through Intelligence
■ You can only manage what you can measure
■ Easily locate the calls you want
■ Drive customer retention and increase job satisfaction
samsung.com/business
Samsung
call management suite
CMS
CMS REPORT
This module gives managers complete
visibility of call traffi c and call costs for
single or multiple sites, individuals,
departments or clients.
CMS RECORD
This module provides call recording,
quality monitoring and call evaluation.
Use it to store, nd, playback, archive and
email encrypted recording.
CMS CONTACT
This module brings call center analytics
via dashboards and group wallboards,
supervisor control, agent desktop and
automated dialing.
Samsung CMS Modules
for every requirement:
Take control of your communications.
Let your business gain the benefi ts of
high performance and compliance.
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© 2014 Samsung Telecommunications America, LLC. Samsung Wireless Enterprise is a trademark of Samsung Electronics Co., Ltd.
INCREASED EFFICIENCY
Through caller tolerance analysis and understanding how long customers are
willing to wait before giving up, businesses are empowered to decide how to
restructure the phone system or reorganize staff .
ENHANCED PRODUCTIVITY
With Samsung CMS, businesses know exactly the eff ect of increasing calls or
reducing staff on their service levels. Businesses are able to analyze call
profi les and manage shift patterns more effi ciently as well as deliver better
customer service.
STREAMLINED OPERATIONS
In combination with the Samsung WE VoIP, a smartphone application, users enjoy the
benefi ts of having all business calls automatically recorded even when they are away from
the offi ce, enabling agents to work remotely using their mobile devices.
KEY BENEFITS
Samsung Call Management Suite
For a comprehensive list of features and functionality,
contact your Samsung Authorized Partner.
For more information visit
www.cmsforsamsung.com
CMS
Modules
WHY CHOOSE CMS REPORT? WHY CHOOSE CMS RECORD? WHY CHOOSE CMS CONTACT?
• Identify unanswered calls
• Verify call costs and identify
billing anomalies
• Minimize telecommunications
fraud
• Control capacity and traffi c fl ows
• Design optimal staff shift
patterns around call volume
• Generate revenue through call
cost mark-up and line rental
charges
• Deliver organizational, extension
and client billing
• Analogue, Primary Rate or SIP
call recording
• Encryption
• Call tagging / notation
• Trim and extract
• Audit trail of user access and
playback
• Extension tagging
• Manual Stop/Start and Pause
using DTMF
• Automatic Stop/Start with
optional CTI
FOR THE SUPERVISOR
• Speed up connection
• In-depth analytics via dashboards,
reports and group wallboards
• Contact center staff modeling
• Manage the team or individual
agents and view availability
• Listen in (or intrude)
FOR THE AGENT
• Improve customer service, retain
customers and build loyalty
• Reduce call time, avoid gathering
data twice, reduce data entry
errors
Samsung Call Management Suite (CMS) Supports:
Samsung Offi ceServ 7000 Series v4.75 or higher
Samsung Communication Manager (SCM) v4.0 or higher
Minimum system requirements varies per module. Refer to each
module specs for more details. You can add modules at any time to
enhance functionality. Additional hardware may be required.
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