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Samsung Telecommunications America Unveils Contact Center, Call Management Solutions

March 12, 2014

Samsung may be best known for its popular mobile devices, like the upcoming Galaxy S5 flagship smartphone, but the company is involved in a lot more than portable computing. For example, Samsung Telecommunications America (STA) is a Dallas-based Samsung subsidiary that’s involved in wireless infrastructure and telecommunications products.


Recently, STA stated that it plans to showcase its expanded product portfolio, including its latest contact center solutions, business analytics and mobile client applications. In particular, the company aims to showcase the Samsung Contact Center Pro (SCC Pro) and Samsung Call Management Suite (CMS), two business-oriented offerings with different end goals.

SCC Pro is an optimized contact center that is specially designed for enterprises with more demanding requirements, namely those of classic inbound and outbound contact centers with multiple call queues, dedicated agents, and scripted calls. In support of such environments, the offering offers a number of call routing options, including skills-based routing, which automatically sends calls to the agent best suited to the problem. It also comes with call recording and the ability for administrators to log into the system remotely from a mobile device.

Samsung CMS, on the other hand, is a total call management solution that allows users to manage their desktop phones, view real-time and historical call statistics, check the status of other extensions, and record all external telephone calls. It also fives managers complete visibility of call traffic and costs for single and multiple sites.

When used in tandem with WE VoIP, a smartphone app for enterprise mobile users, Samsung CMS offers extended benefits. In particular, it allows all business calls to be automatically recorded even if the user is away from the office, allowing agents to work remotely and supporting BYOD initiatives.

These solutions and more will be on display at Samsung’s Enterprise Connect booth.




Edited by Cassandra Tucker



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