samwin 10 is a contact centre that enables a comprehensive view of communication. Our product creates new synergies and integrates existing standalone solutions. Dynamic, fast and flexible, with a customised installation and a high degree of individualisation, with samwin, we are responding to special requirements for contact centre and special solutions.

In addition to numerous contact centre features relating to routing, reporting and interfaces, the key elements of the solution are efficiency, excellent customer satisfaction and a first-class customer experience. In addition to the usual standard performance features in the contact centre area, the powerful samwin server also offers numerous special features. These range from callbacks and VIP lists to professional
alarm scenarios. Coupled with the modular web client, samwin has the perfect tools to fully integrate into customer processes.

Integration into different customer environments is a key factor. Microsoft Teams is one of the platforms that is fully integrated into samwin. The application ranges from teams-only mode to more complex installations with the full samwin scope of services.

samwin’s new reporting tool, samwin Analysis Service, enables the targeted control of your contact centre’s most important key figures in real time and the provision of comprehensive reporting data over longer periods of time. Designed and programmed in such a way that even large amounts of data can be analysed with high performance, the reporting feature also has an impressive Grafanabased, real-time display for agents, managers and team leaders.

Besides the basic functions, integration of ERP/CRM or ticket systems plays an important role in contact centre operations. samwin meets this challenge thanks to its enormous flexibility. Data can be queried or integrated bidirectionally, depending on the system. Specially developed scripts nable innovative interactions with various systems, thus achieving deep integration into the customer environment.

Platform-independent / Reporting & real-time displays / Event-controlled interaction / Brick-based web interface / CRM/ERP integration // Announcement management / IVR / Scripting / VIP List / Mobile client / Multi-customer & channel support / Real-time display / Supervisor features