Samsung Telecommunications America (STA), a Dallas-based subsidiary of Samsung Electronics Co., Ltd., has been expanding its North American portfolio with new solutions for the enterprise, including a new server-based telephony system, a Wireless LAN solution and two contact center solutions. Traditionally, STA has targeted small and mid-size businesses (SMBs) with its OfficeServ 7000 IP-PBX family and earlier Samsung iDCS digital phone systems, so the new enterprise-focused solutions represent the company’s entry into the mid- and larger enterprise communications market.
Samsung Communication Manager
The new Samsung Communication Manager, technically referred to as the SCM IPX-S500/XAR, is a SIP-based all-in-one communications solution with enterprise-grade call control and embedded, license-activated applications for Unified Communications (UC), conferencing and mobility – all on a single Linux-based server that is designed for easy installation and management.
Samsung sees multi-location companies with 500-2,000 registered users as a good target market initially, but SCM can actually handle up to 3,000 users per server (SIP phones), or up to 6,000 users in an Active-Active redundancy mode by which two servers are configured identically with the traffic load balanced between them at all times. The Active-Active mode can provide geo-redundancy if needed. An Active-Standby mode is also available for automatic switchover should the primary SCM server be disrupted. Samsung’s Ubigate iBG Series Gateways can be added to interface with analog station ports (FXS), analog trunk ports (FXO) and T1/PRI trunks.
A range of workplace productivity applications are embedded on the SCM server and easily license-activated as needed. Among these are Unified Messaging (Samsung’s Unified Messaging Service), Call Center (ACD Lite), Audio Conferencing (a built-in meet-me conferencing bridge), Samsung’s Mobile Extension (MOBEX), Call Move (a phone feature to move calls from a desk phone to a mobile phone) , System Monitoring, Call Trace (for tracking malicious calls), the Wireless Enterprise (WE) Fixed Mobile Convergence (FMC) Client (see below) and the WE Work Mobile UC Client (currently available outside of North America). Third-party SIP-based applications can also be incorporated.
Customers can choose from four Samsung SMT-i5000 Series IP phones for entry-level, mid-range and advanced needs, including the high-end i5343 executive model, a full duplex speakerphone with color display, wideband audio, Gigabit Ethernet ports, WiFi and Bluetooth support and a USB camera option. The entry-level SMT-i3105 is also available.
Wireless Enterprise (WE) VoIP
Samsung’s new Fixed Mobile Convergence (FMC) solution, known as Wireless Enterprise (WE) VoIP, enables seamless mobile service between enterprise and service provider mobile networks. In other words, calls are automatically and transparently handed-off between the enterprise wireless network and a cellular network, allowing users to continue conversations as they move in and out of their office location. The solution also allows companies to better manage cellular wireless expenses since the corporate wireless network is used for voice calls instead of more expensive cellular minutes. Regardless of the network that the call is using (cellular or corporate WiFi), calls will be routed through the Samsung phone system (either SCM or OfficeServ), then transmitted accordingly.
The solution is comprised of Wireless Access Points (APs) and WLAN Controllers deployed throughout a customer’s environment. Samsung’s Enterprise WLAN Controller (WEC8500) supports as many as 500 APs and 10,000 client devices; up to 12 controllers (six active and six standby) can be connected to support up to 3,000 APs. An SMB controller is also available (WEC8050) that supports up to 75 APs and 1,500 client devices. The Samsung WLAN Manager monitors and tracks all APs and controllers.
Users can communicate using Samsung’s wireless desktop phone (the SMT-i5343) for internal communications or by downloading the WE VoIP FMC Client smartphone application to an Android-based device. The Android device functions like an extension of the phone system, providing the user with single number reach and access to business phone features such as conference calling, transfer and hold functions. Equipped with the Android mobile device, a user can communicate over the private WiFi network when in the office, then continue conversations over the public WiFi or 4G/LTE network when leaving the office, or vice versa. The user can also take advantage of the Call Move phone feature on SMT-i5000 Series IP phones to move a call between the desktop phone and a mobile device.
WE VoIP is available on the Google Play Store as a free download and requires a license on the SCM or OfficeServ to activate the client application. WE VoIP, chosen as one of six finalists for the Best of Enterprise Connect award, differs from most competitors FMC solutions in that the application uses the native dialer and directory of the smartphone. The user does not have to open a specific application to make a phone call, making the application more intuitive to use.
Enterprise Contact Center
Samsung Contact Center Pro (SCC Pro) and Samsung Call Management Suite (Samsung CMS) are two new contact center solutions designed for business customers that require more than just basic inbound call center features. Both products are compatible with Samsung OfficeServ 7000 and SCM phone systems.
SCC Pro supports inbound and outbound communications and enables more advanced capabilities such as multiple call routing modes, skills-based routing with 9,999 skill levels, a fully scriptable IVR and customizable wallboards. Agents and supervisors can communicate via remote PC, tablet or smartphone in addition to a desktop phone. SCC Pro supports 500 agents and supervisors and 100 queues.
Samsung CMS includes modules for call costing (CMS Report), call recording (CMS Record) and call center analytics (CMS Contact for OfficeServ only). Together these provide visibility into the contact center operation through real-time and historical reports, quality monitoring, call statistics and analytics that are used for resource planning and forecasting – all of which ultimately helps to streamline operations and improve customer service.