Samsung Contact Center Pro Features

Allows inflow of requests through various digital channels such as email, social media, etc.

Allows users to access the software using mobile devices.

Provides queue management in case of increase in case/call inflow.

Allows distribution of incoming calls to agents.

Allows users to request a call back.

Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system.

Allows automatic distribution of incoming calls to the agents.

Allow managers/supervisors to monitor calls for quality assurance purposes.

Allows managers/supervisors to evaluate the performance of agents.

Allows supervisors/managers to record and review telephone conversations of agents.

Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.

Simulates human-like speech from text inputs.

Capability to perform complex tasks without constant human input

Works across multiple software systems or databases

Engages in human-like conversation for task delegation

Anticipates needs and offers suggestions without prompting