The All New Samsung Operator Console

Transcription

1 The All New Samsung Operator Console Every call into your business is a potential revenue generator. So why would you risk that call being mishandled or misdirected? If the caller can t get through to the right person in your company they ll try somewhere else! With Samsung s new generation Operator Console, your operator staff become more than just call handlers, they become an integral part of your sales and customer service operation. So it is imperative that incoming calls are managed as effectively and professionally as possible by your Operators. That s why Samsung has developed Xchange Operator, a full screen client application designed to be used in conjunction with a Digital or IP handset to provide full operator functionality. With the simplicity of point and click operation, Xchange Operator replaces traditional handset key and lamp working to offer each Operator extensive call handling functionality, vastly improving their day-to-day management of incoming call traffic. Xchange Operator offers users choice, allowing the more experienced operator to revert to keyboard operation without compromising functionality. Stand in or temporary operators can use drag & drop or follow the context sensitive prompts displayed at the top of the screen. Samsung Electronics (UK) Ltd. Network Division.. MB-1211 New Operator Console Release. July 2012

2 Advanced Features Staff visibility at all locations: Samsung Operator provides a live view of all user extensions, whether a remote system location or home/teleworkers. The operator may transfer calls to any user, at any location. Providing a consistent method of working. Choice of Mouse and Keyboard or Touch Screen: Samsung Operator allows the user to interact with the console using drag and drop mouse control, keyboard and also touch screen to touch and move calls to the required destination whether a group, individual extension or voic . Recently Called Tab Smart Match: Staff are auto listed with their availability if they have previously spoken to the caller. The console will tell the operator what time the caller previously spoke to which member of staff, the date and whether it was an inbound or outbound call. Saving you and your customer time searching for the right person. CRM Systems & Google Places Tagging: Provides the ability to see the name of the calling organisation or individual using innovative real time data look up and matching techniques. Using your organisations internal database/s and Google Places the console will search and make a name match whilst the calling party is in the queue. Informing the operator WHO is calling by name/company and WHY they are calling based on the DDI number they have dialled. Operator Control of System Phone State: Samsung Operator can control extension status e.g. Forward to voic or DND if users have forgotten to set their extension status. This can be done whether the user is internal or a remote worker. Instant Messaging: Is a useful tool to a busy operator to be able to let people know there are calls waiting, allowing the personal prioritisation of calls. Microsoft Exchange Address Book Integration: Full integration to Exchange and Outlook address books. Using the multi-directory, progressive search functionality the operator can simply dial by name for any internal or external users. User Group Pages with Auto Populate: Extension and contact numbers can be organised by any criteria in a series of pages. Pages allow quick access to relevant staff members. Additionally, pages can be linked to specific inbound DDI numbers allowing the page to pop when the operator answers the call, giving instant access to the relevant people to receive that call. Multi-Site Operator: The OfficeServ system cam network up to 1,000 sites together. The Samsung Operator will provide visibility of all extensions in the network and the ability to move the operator answering point around the network as required for ultimate flexibility. Samsung Electronics (UK) Ltd. Network Division.. MB-1211 New Operator Console Release. July 2012

3 Solo Operator Solo Operator is the standalone single site, single operator solution The Solo application is installed on the operator s PC and connects directly back to the OfficeServ system without the need of an Xchange Server. Both client & server parts are contained within one installation package, making the set-up process simpler and therefore faster. Xchange Operator Xchange Operator is the multi-site, multi-operator solution The Xchange application requires the client software to be installed on the operators PCs and the Samsung Xchange server elements to be installed on a server. The Xchange solution is required where a customer requires: Multi-site Multi-operator Messaging Integration into Samsung Xchange operations Samsung Electronics (UK) Ltd. Network Division.. MB-1211 New Operator Console Release. July 2012

4 The All New Samsung Operator Console The all new Samsung Operator is an addition to the Samsung Xchange application family and integrates fully with Samsung Xchange. There are two versions of the application: Pricing Part Number Description Price Discount TBC Solo % TBC Xchange % Rules for requirement of Open TSP same as Xchange. Available from 9th July, please order through your usual channel. New Samsung Operator Console Brochure available to download from. Samsung Electronics (UK) Ltd. Network Division.. MB-1211 New Operator Console Release. July 2012

5 Software Release Process Iteration releases: Include small product improvements without a change to the core features of the product Example of iteration upgrade: to Minor and major releases include feature changes intended to increase the value of the product to the end user: Example of minor upgrade: to Example of major upgrade: to How is Software Assurance Sold? The assurance product is sold with the initial Xchange product sale and the initial term is one year. It is then renewable on a one year contract. How much does it cost? The initial contract cost will be 20% of the Samsung Xchange RRP price at point of sale. Example: Software: 1000 Software Assurance: to customer Reseller: 1000 x 40% = x 20% = to reseller For year two onwards, the assurance product will be calculated at 20% of the original RRP price, of the current configuration. How to order: Please order through your usual channel using the following part number: SERV-X The value of SERV-X is 1 Therefore in the above example the order would be for 200 x SERV Discount. Samsung Electronics (UK) Ltd. Network Division.. MB-1211 New Operator Console Release. July 2012