Contact Center Solutions

High Reliability Business Telephone Systems

Toshiba Contact Center Solutions

Automatic Call Distribution (ACD)
Toshiba’s Automatic Call Distribution (ACD) directs calls in a variety of ways to suit your customer service needs and ensures calls are handled quickly and efficiently. Your call center doesn’t have to be complex to be powerful. In fact, the Strata Automatic Call Distribution (ACD) is simplicity at its finest, running as an application on the Strata Media Application Server (MAS), along with call reporting, voice mail, and other value-added Computer Telephone Integration (CTI) applications.

Strata ACD boasts sophisticated capabilities including skills-based routing and balanced call counts, priority queuing, and more – making it easy to optimize call center operations, increase customer satisfaction, and improve efficiency. Here’s a few highlights:

• Advanced Call Routing directs calls based on Caller ID, account numbers, private lists, balanced call count, preferred agent treatment, agent priority, time-of-day, day-of-week, day-of-year, and user-entered data.
• Skills-Based Routing sends calls to the right person to handle the call.
• Priority Queuing enables you to answer higher priority calls sooner.
• Multiple Group Agent Log-in provides important call coverage between groups and tiered service levels.
• Agent Priority Routing gives you the ability to send the right call to the right agent.
• Database integration to route call automatically based on calling #, account #, etc.
• Intelligent Announcements play pre-recorded messages and inform holding callers of their place in the queue or estimated time before answer, as well as offering alternative actions including going to voice mail or invoking a call back reservation.
• IVR Voice Assistant gathers and validates caller input, triggers responses, alerts agents when the queue gets overloaded with calls, and provides many creative application opportunities.
• Integration of your PC and your telephone enables you to manage incoming and outgoing call functions and synchronizes with your company’s operations, CRM, or contact software.
• Call recording/logging enables you to record, store, organize, search, and playback telephone calls to avoid disputes and improve the quality of training and customer service.
• Call Center reports let supervisors analyze agent performance, call center group activity, and system status, as well as forecast future call center staffing requirements by analyzing call volume patterns.

Network Automatic Call Distribution (ACD)
Network ACD applications:

• enhance multi-site contact centers by enabling them to work together as one integrated call routing system
• enable contact centers to distribute agents over the network and route calls to available agents on any CIX system on the network
• provides look ahead routing to check the status of agents in other nodes before it routes the call to those agents

The MIS reports include agents and calls over the network. It also extends the functionality of Net Phone™ over the network to support features such s Network DSS/BLF and/or Chat between users in multiple nodes.

Call Router
Toshiba’s Call Router optimizes your business’s communications and customer interactions. Your customers want to spend as little time waiting and go through as few steps as possible when they call your business. You want to minimize call times to keep your telephone bills as low as possible. With Call Router, your business rules integrate with specific caller information to deliver calls to the appropriate destination within your organization. Call Router uses caller information such as Caller ID and schedules to automatically route calls to a particular person, call group, or automated application to improve service and satisfaction while minimizing call times.

Archiving Calls
Using Call Router with Toshiba’s Tracer call logging and recording solutions, you can store every call, every time. Call Router can tag calls that should be archived based upon your business requirements. You’ll capture the calls you need to improve accuracy, reduce liability, and provide valuable, real-time call records to help train your agents in your business’s best practices.

Screen Pops
Used in conjunction with Net Phone™, Call Router supplies automatic screen pops of customer information to agents as they answer the call. This improves your call handling efficiency and customer service, since callers don’t have to supply – or even worse, repeat – their identification information over and over. When you cut seconds off every call, your agents are free to handle higher volumes – or you can handle the same volume with fewer people – all without reducing your level of service or attention to each call.

Computer Telephony Integration (CTI)
CTI combines the capabilities of Toshiba’s Strata® CIX business telephone system with custom functionality provided by computer applications, leveraging the power of both devices to bring a more effective tool to the desktop. Your call center agents’ tools of the trade are their telephone and computer. These critical communication tools are used constantly; yet in most businesses they are seldom integrated. Instead, users go back and forth for information and communication while reducing the level of customer service provided to callers.

Chat: Instant Messaging
Chat is an instant messaging tool that can be purchased as a standalone product or as a standard feature of Net Phone™. Chat is a great tool for getting a message to anyone who is busy on the phone or to transmit information in a less intrusive manner than a telephone call.

• Call Recording captures every moment of the call, even while the caller is on hold.
• Look-Back Recording records an entire conversation, even if the recording was initiated after the call began.
• Call Monitoring allows authorized users to monitor calls as they’re happening, whether those calls are being recorded or not.
• Selective Recording records specific or random extensions, groups of extensions, or every extension.
• Bookmarks are automatically inserted in every recording whenever calls are transferred or put on hold. With bookmarks, finding particular calls or specific parts of calls is easy and significantly decreases the amount of time needed to retrieve and play back the recordings.
• After-Call Actions can be taken after a call ends, including sending an e-mail or instant text message, or launching another program to take some action.

Net Phone™: Call Control from your PC
Toshiba’s Net Phone™ leverages the power of the computer and telephone to bring one superior tool to the desktop. Net Phone™ manages incoming and outgoing call functions and synchronizes with a company’s operations, CRM or contact software. When a phone call comes in, Net Phone™ triggers the software’s database and automatically launches (pops up) the caller’s corresponding contact information. Net Phone™’s versatility allows you to:

• Control calls, capture important customer data, and provide customers with superior service.
• Access telephone features and call-handling functions directly from the computer. Dialing, answering, transferring, placing a call on hold, and ending calls are all executable from the compact or expanded Net Phone™ view.
• Utilize intelligent call keys which display the Caller ID and status of each call, allowing users to efficiently manage multiple calls.
• Dial a phone number from any program including contact, CRM, word processing, spreadsheet and presentation applications.
• Look up and dial PBX extensions with a click of your mouse. This powerful directory feature is automatically generated by the system so it’s always up to date with every extension. It can easily be searched by name, and printed or exported.
• Attach important customer information to a call, which then follows the caller if they are transferred to another department or extension. This Call Notes feature eliminates the need to ask a caller for the same information multiple times. Call notes can also display information collected from the IVR system.

Net Phone also automatically creates a log of calls dialed and received on the local telephone extension. Call History can be searched for specific calls by date, telephone number, name, or account code. Calls can be automatically dialed by double clicking the call in the Call History window. The entire Call History or a search result can easily be printed or exported to a file.