Voice and Data on the desktop - CTI

Let's play fantasy business for a minute. All your incoming calls are answered in just four rings. Those calls are routed through to the right person or department without needing an operator, and each call can be presented to your staff complete with information about the caller. OK, back to reality.
However, this situation can be a reality thanks to computer-telephony integration (CTI) - the technology which links your organisation's two key business tools, the telephone system and computer network, helping your organisation to achieve improvements in efficiency and service as well as delivering closer control of costs.

This kind of technology, once the preserve of large service organisations such as insurance and travel companies, is becoming both more affordable and desirable to all sectors of business in the drive for greater efficiency and better customer relationship management.

Setting standards
As companies begin to share more and more information and telephony is more frequently integrated with email and fax, users need various software tools to help them manage their workload and seamlessly join applications such as scheduling, contact and task-management. Microsoft's Outlook, GoldMine and other leading software packages fulfil these needs. The data contained in these software applications can then be linked to the telephone system, so you can dial contacts from your screen, or have incoming calls trigger records related to the caller. This powerful functionality is achieved using Microsoft's Telephony Application Programme Interface (TAPI), and a compliant telephone system, such as Samsung's.

Desktop benefits
With CTI, incoming calls can trigger a database search in your contact management software, and pop up on-screen any associated records or notes of previous calls, so you can start a call fore-armed with the information you need.
Managing your own contacts is also easy. Using a contact management software application, you can simply dial contacts by highlighting the name of the person you want to call, click the telephone icon on-screen and the software does the rest. Calls can even be scheduled using the contact manager's calendar function.

So desktop CTI of this type is ideal for any intensive telephone users, and an easy introduction to the gains in efficiency that CTI can realise.

Taking CTI further
More sophisticated CTI applications link company-wide databases with the telephone system at a deeper level, providing workflow capability for telephone users and more complex interaction between applications and calls. However, these types of application are typically used in larger, more specialised call centres in sectors such as financial services, insurance and so on.

CTI can help any sized organisation manage its telephony and telephone contacts more efficiently and at the same time maximise staff productivity. As relationships can be built or broken in the course of a telephone conversation, it makes good business sense to implement CTI. This not only speeds up the call process but supplies information where and when it is needed.

First Impressions Count So it is imperative that incoming calls are managed as effectively and professionally as possible by your Operators. That 's why Samsung has developed OfficeServ Operator - a PC -based Console that makes handling high volume call traffic as smooth and effective as possible, improving the image of your organisation.
With the simplicity of point and click operation, OfficeServ 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. OfficeServ Operator offers users choice, allowing the more experienced Operator to revert to keyboard operation without compromising functionality.

Samsung OfficeServ Operator

is fully integrated with your Samsung OfficeServ enabling an advanced level of features and functionality that ensure incoming and internal calls can be more effectively managed to their final destination, including:

Busy lamp field indication - to quickly view the status of each extension on the system
Extension information - displaying the forwards and diverts of every user on the system
Departmental queues - organises call traffic more efficiently and distributes calls to other operators
Information view - context sensitive prompts for the novice user
Straight to mailbox -transfers callers directly to a recipients voice mailbox,instead of hanging on the line
Conference call set up - initiated by the operator in an instant
Notes facility - add reminders of the name, company or purpose of a call on hold
Recently forwarded destination - intelligently remembers the last 3 numbers the caller has been transferred to
With up to five operators able to function simultaneously, OfficeServ Operator can meet the demand of varying call levels and staff availability. This offers greater flexibility amongst your staff, for example -with a receptionist acting as the main operator, but with a colleague acting as overflow operator by simply activating OfficeServ Operator at their normal desk during busy periods.
For businesses with multiple locations OfficeServ Operator can be used as the focal answering point. The strength of the Samsung OfficeServ networking capabilities coupled with OfficeServ Operator allows businesses to improve efficiency by centralizing resources over their voice or data network. Operator Main Features

Keyboard call control (for the professional operator)
Mouse call control (for the novice/beginner)
Multi Company operation for shared offices
Caller Information
Call Log /Report
Busy Lamp Field
Active help -display messages
DID View (Multi Company /Queue)
Recently Forwarded Destinations
Edit /Save Caller Information
Call Status
Call Control by Drag &Drop
Call Record
Direct transfer to Voice Mailbox
Hold call with Notes
Target Hold
Block CIDs
Urgent /VIP CIDs

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