Software applications vendor Tollring has developed version 2 of their call centre management product, CMS for Samsung Office. Originally introduced in September 2004 CMS is aimed at the informal call centre market where they say there is no competitive product. Samsung explored different options including in-house development, partnership and OEM agreement. The OEM agreement for CMS is a worldwide contract and the product is already being sold in the UK, Ireland, Greece, Cyprus and Spain, with the US, Italy and Finland already at evaluation stage.
Ali Zartash-Lloyd, Sales and Marketing Director for Samsung Telecoms explains:
“We had a very clear idea of the product we needed to offer. Targeting Start-up and Informal Call Centres, we wanted a product that was designed to our exact specification, enhancing and complementing our OfficeServ extensive call routing capabilities. We wanted a partner that was willing to listen to our requirements and deliver a quality product that we could put our name to. We also needed a stable and lasting partnership that was built on trust and mutual confidence. We reviewed many software vendors from UK and the European Union and found that the Tollring team could deliver everything we were looking for in an OEM relationship, plus they were UK-based – resulting in shorter and easier lines of communication”.
Simon Whatley, Business Development Manager at Tollring, provides some background:
“The Samsung Call Centre Management System (CMS) was jointly developed by ourselves and Samsung based on our well-established Tollring TMS product, but tailored to enhance the already-powerful feature set of the Samsung product range. CMS is an advanced Call Centre management software solution that easily integrates with all Samsung systems, providing historical and real-time reporting of calls and agent information. Through detailed management reports, group, agents and extension activity can be analysed to provide a thorough evaluation of call traffic, ensuring that Samsung customers can make the most of their communications resources throughout the day”.
According to Tollring the new release is far more Call Centre centric than the original version and has many new features, including easier programming, wallboards, system monitoring and so on, improving return on investment. The new version brings with it many detailed improvements, including enhanced reporting and management tools specifically for call centre analysis.
Commenting on CMS V2, Zartash-Lloyd added: “We have been very impressed with Tollring and the partnership we are developing. CMS has been extremely successful, with more systems being sold each month since September 2004 than in the previous month – and we are confident that CMS V2 will continue that trend”