Unified Communications (UC)

Unified Communications was introduced to make it easier to transfer any activity to another medium and to simplify all forms of communications in view to optimise business processes and reduce the response time, manage flows and eliminate device and media dependencies.

One of the keys factors of Unified Communications is to reduce response time, which is essential in decision making and acting upon instructions. It is a concept where multiple modes of business communications can be seamlessly integrated.

It can sometimes be confused with unified messaging, but it is distinct. It is not a single product but more of a solution which consists of various elements which consists of the following:

- Call Control

- multimodal communications

- presence

- instant messaging

- unified messaging

- speech access

- personal assistant

- conferencing

- collaboration tools

- Mobility

- Business Process Integration

UC helps businesses, small and large alike, to streamline information delivery and ensure ease of use. Human delays are also minimised or eliminated, resulting in better faster interaction and service delivery for the customer and cost savings for the business.

CMS - Call Management Software

All Businesses face the challenge of finding the right technology to help improve their efficiency and increase productivity. Utilising the intelligence built-in to your chosen samsung solution, your business can be assured the the addition of samsung's Call Management Software will allow you to protect and manage both your staff and your business for more effectively.

Call Management Software delivers a class leading range of software based application that delivers real business benefits. By providing you with real-time, accurate data and analysis on system. department and user call activity your business can make informed decisions on resources allocation in order to:

- Create greater staff efficiency

- Manage and improve the running of your call centre operation

- Identify opportunities for cost reduction

- Deliver more effective services to customers

- Maximise the return on your existing and future IT investments

CMS provides a complete call logging and reporting solution with advanced features, such as system statistics reports delivered via e-mail. Exploiting historical data to identify core trends in call traffic and resource usage. CMS is an extremely effective entry-level application for single site, single user working.

Call Logging

Call logging is also known as "call recording" or "call monitoring". It is a way of listening to, recording and assessing interactions between two people talking over the phone. In an office environment it is used for staff training and development, customer quality control and liability protection.

Contact (Call) center applications that use call recording include:
- Order verification
- Security and safety.
- Customer service

Call centers that implement call logging, recording and monitoring often see an increase in productivity, improved AHT (average handle time) and better customer relations. It is a tool widely used in the businesses that are currently trading and it should be used by every business to maintain trading standards. It is important for every business to improve it's services to satisfy customer requirements and there is no better way to improve your services and manage time.

Before you go out there to buy any Telephone System, you need to ask yourself the following questions:

What Do I Want My Telephone System To Do For Me?

The answer to this question depends on the following factors:

- Your Industry

- The type of business you have

- The size of your business

- What your competition are doing (ie 08 numbers, on-line ordering, etc)

Are all phone systems the same?

All Telephone System can differ in size limitations, design and add-ons, as well as the technology built into your system. When speaking to your customer you have to know each system’s limitations as well as capabilities.

What can a system provide me?

- Voicemail

- Auto Attendant

- Call Management Software

- Voice Over IP (Internet Protocol)

- CTI (Computer Telephony Integration)

- Around 4,000 features and functions!

Direct Dial Inwards - DDI

DDI numbers can ring to any:
–Extension
–Ring Group
–Operator
–Voicemail

Direct Dial Inwards numbers can ring different destinations in day / night mode and multiple Direct Dial Inwards to extension or group. Alpha tagging (name) allows names to be associated with a Direct Dial Inwards number and Name appears on keyset display with incoming call.

With CLI & DDI display will show who is calling and why the caller is calling and it allows operator to identify Direct Dial Inwards recalls also allowing identification of calls to extension groups and allocation of ‘hot line’ numbers to major preferred callers

CLI

If you haven't already figured it out by the name. CLI is used to identify external or internal calls. When someone calls your phone it will display where the call is coming from. Makes it easier to monitor your calls.
CLI has other benefits such as:-
– CLIP of next call camped or waiting at extension
- Save number for redial later
- Store number into keyset personal memory
- Enquire of calls on hold
- ‘ISPY’ - investigate shows call on other extension
- Requires enabling in class of service & password
- Review shows up to last 50 calls to station
- Abandoned Calls Feature up to 50 can be accessed via passcode
- Designed as manager feature

You can also use a feature called Alpha Tagging which translates a number to a name almost like a mobile phone.

Samsung Systems UK

Samsung Mobile Phones were always big players in the market of communication. Now they have stepped to provide solutions to businesses. A communication solution that connects business to business and business to consumer.

Samsung have a wide range of products (telephone systems) to suit every company's need whether it be it a multi-national company or a small retail. The aim is to provide to everyone across the globe with a better communication solution by being ever so innovative.

They introduce products and invent ways to communicate better so frequently for companies to benefit from it. Not only are they a leading brand but they also lead the way in terms of being greener. They have just introduced a scrappage scheme similar to car scrapage scheme to encourange businesses to be more greener and help the environment.