b+s Supervisor Management Console (SMC)

User-friendly configuration tool for contact center supervisors

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.

 
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Tailored to contact center supervisor needs

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Intuitive layout helps prevent configuration errors

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Highly scalable from small to enterprise class businesses

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Optimize on-the-fly with Real-time configuration

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Multi-tenant capability with a slick authorization concept

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Configure multiple time-zones for decentralized contact centers

One Tool to do More

Supervisors can control CCE call flow behavior via buttons without manipulating scripts for things like: directing calls to overflow groups, transferring emergency calls & 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.

Allows administrators and supervisors to create, edit and delete holiday and contact center schedules for each department, group or division. 

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.

Supervisors can manage campaign data independently and in a user-friendly way without being required to implement additional configuration in the Call Manager.

The intuitive Cockpit navigation makes it possible for supervisors to instantly view all available services and to quickly make changes to workflow and configuration. 

Allows administrators to deploy and manage small, mobile on-call groups without those groups being required to connect as UCCE agents.

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.

One Tool to do More

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On the fly routing adjustments

Supervisors can control CCE call flow behavior via buttons without manipulating scripts for things like: directing calls to overflow groups, transferring emergency calls & configuring queue overflow times.

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Announcements simplified

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.

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Manage business hours

Allows administrators and supervisors to create, edit and delete holiday and contact center schedules for each department, group or division. 

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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.

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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.

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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. 

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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.

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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.

Available Packages

 
 
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Must-have features for every Contact Center

  • Cockpit
  • Manage Business Hours
  • Assignment of Skills / Attributes
  • Switches
  • Basic Authorization Concept
  • Preconfigured Deployment
  • Audit Log 
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State-of-the-art Contact Center management tools

  • All Starter Edition features
  • Management of Announcements
  • Recording of Announcements
  • Multilingual Announcements
  • On-Call Duty
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Unlimited power for supervisors and CC administrators

  • All Professional Edition Features
  • Timezone Support
  • Inbound Campaigns

Resources

Collaterals

Demo Video

Video - SMC

Check out our Supervisor Management Console in action!

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