Supervisor Management Console

259Supervisor Management Console Supervisor Management Console

SMC – Supervisor Management Console


Optimized contact centers lead to happy agents, satisfied customers and greater ROI. With intuitively presented data and tools, even non-technical supervisors can optimize their contact center performance in real-time.



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SMC in a nutshell

b+s Supervisor Management Console

b+s Supervisor Management Console

Experience effortless management with Bucher + Suter’s SMC. SMC simplifies routing adjustments, operational hours settings, announcements, and agent re-skilling. Its intuitive interface and powerful functionality streamline contact center management, turning traditionally complex tasks into straightforward, manageable actions. Embrace the ease of operation and enhanced control that Bucher + Suter’s SMC brings to your contact center management.

SMC is available for Webex and Cisco Contact Center!

Demo Video: Supervisor Management Console 8

Advantages

Tailored to contact center supervisor needs

Intuitive layout helps prevent configuration errors

Highly scalable from small to enterprise businesses

Optimize on-the-fly with real-time configuration

Multi-tenant capability with a slick authorization concept

Configurable time-zones for decentralized contact centers

SMC: an intuitive UI

Cockpit
Skill matrix
Announcement management
Opening hours
Cockpit

Cockpit

With the SMC cockpit, supervisors have an overview of all current states across their channels. With one click, they can adjust opening hours, call flow switches or also threshold values in the call flow.

Skill matrix

Skill matrix

Through the skill matrix, you can easily adjust each agent’s skills and competence levels. Mass reskilling becomes a quick and straightforward task, streamlining agent competency management.

Announcement management

Announcement management

With announcement management supervisors can choose from a flexible library of pre-made announcements or create or modify alerts using their phone, and play them at pre-determined times, intervals, or on the fly.

Opening hours

Opening hours

Use the opening hours module to individually set and distribute opening hours and holidays for your service lines. With an intuitive interface, supervisors get an overview of their line availability.

Benefits

On the fly routing

Manipulate call flow behavior via buttons without altering scripts for: overflow groups, emergency calls, and configuring queue overflow times.

Announcements simplified

Insert time-controlled activation or deactivation of announcements at points in a call flow, that can be recorded ad-hoc or via TTS.

Manage business hours

Effortlessly create, edit, and delete holiday and contact center schedules for each department, group, or division.

Reskill multiple agents at once

Filter agents, attributes, skill groups, agent teams, and change assignments all within a single intuitive interface.

Set up inbound campaigns

Manage campaign data independently without being required to implement additional configuration in the call manager.

Organize on-call teams

Deploy and manage small, mobile on-call groups without those groups being required to connect as agents.

Resources

Fact Sheets

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Bucher + Suter Inc
4600 S Syracuse St, 9th Floor Denver, CO 80237

Bucher + Suter AG
Lindenpark, Lindenhofstrasse 1 CH-3048 Worblaufen / Bern

Bucher & Suter Inc
Stubenwald-Allee 19
D-64625 Bensheim