b+s Supervisor Management Console (SMC)
Optimized contact centers mean happy customers and higher profits. With intuitively presented data, even non-technical supervisors can optimize contact center performance. This slick software makes it a breeze to use SMC to manage things like routing adjustments, hours of operation, announcements, and agent re-skilling.
Tailored to contact center supervisor needs
Intuitive layout helps prevent configuration errors
Highly scalable from small to enterprise class businesses
Optimize on-the-fly with Real-time configuration
Multi-tenant capability with a slick authorization concept
Configurable time-zones for decentralized contact centers
One Tool to do More
On the fly routing
Supervisors can control CCE call flow behavior via buttons without manipulating scripts for things like: directing calls to overflow groups, transferring emergency calls and configuring queue overflow times.
Allows administrators and supervisors to insert time-controlled activation or deactivation of announcements at points in a call flow. Announcements can be recorded ad hoc or via TTS.
Manage business hours
Allows administrators and supervisors to create, edit, and delete holiday and contact center schedules for each department, group or division.
Reskill multiple agents at once
Make it possible for supervisors to do things like filter agents, attributes, skill groups, agent teams, and change assignments all within a single intuitive interface.
Set up Inbound campaigns
Supervisors can manage campaign data independently and in a user-friendly way without being required to implement additional configuration in the Call Manager.
Direct services from the Cockpit
The intuitive Cockpit navigation makes it possible for supervisors to instantly view all available services and to quickly make changes to workflow and configuration.
Organize your on-call duty teams
Allows administrators to deploy and manage small, mobile on-call groups without those groups being required to connect as UCCE agents.
Service point dispatcher
Set up company-wide hotline numbers for internal and external use. This module forwards the callers to the appropriate agents based on clients’ phone numbers.