Toshiba’s Contact Center Solutions

A contact center doesn’t have to be complex to be powerful, and Toshiba’s Contact Center Suite is simplicity at its finest. Running as an application on the Media Application Server, a robust array of Automatic Call Distribution (ACD) features makes it easy to manage inbound calls, optimize contact center operations, and increase customer satisfaction.

Toshiba Contact Center Solutions Overview

Toshiba enhances call center operations in several important ways:

• Efficient call handling
• Faster response to callers
• More efficient handling of peak hours traffic
• Effective back-up coverage
• Increased agent productivity
• Simplified staffing requirements
• Increased management control
• Grows with your business to protect your investment

Call Center Applications

• 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.
• 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 like going to voice mail or invoking a call back reservation.
• IVR Voice Assistant gathers and validates caller input, triggers responses, alerts agents and supervisors 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
Network ACD applications enable multi-site contact centers to work together as one call routing system. Network ACD distributes agents over the network and routes calls to available agents on any CIX system on the network. Network ACD checks the status of agents in other nodes before routing calls to those agents. The call center reports include agents and calls over the network, and helps Net Phone support features such s Network DSS/BLF and/or Chat between users in multiple nodes.

Multimedia Web Chat and Web Callback
Give customers additional methods of contacting your company. Web Chat enables online customers to initiate an instant messaging chat session with a contact center agent. By providing their name and number on a website, online customers can also request a “call-me-back”. When a representative becomes available, the ACD application automatically calls the customer. Multimedia Web Callback provides better customer service, reduces hold times and helps reduce contact center operation costs.

The web callback service provides many important capabilities:

• Routes callback requests to different ACD groups based on information entered, such as callback number, extension, name, subject, notes, etc.
• Filters duplicate callback requests to the same callback number and extension.
• Limits number of web callback requests in ACD queue.
• Separates initial queue priority for web callback request.
• Supports virtual ACD queue (no corresponding telephone system pilot DN).
• Supports web callback counting similar to regular callback counting in TASKE and Insight.
• Includes additional web callback statistics reports.
• Call Manager can show user information such as name and/or subject collected on the web page when the callback request is made to an agent.
• Ready-made web widget provided (includes source codes for ASP.NET, JAVA, and PHP). A basic Web callback widget can be used or the widget can be customized for customer’s web server environment.
• Most types of browsers are supported, including Mac.

Call Reporting Tools
With Toshiba’s call center applications, your call statistics and management reports and live monitoring displays are conveniently accessible online. View live displays and customized reports on everything from call statistics and agent performance to forecasting tools, auto reports, and more using any of several PC-based reporting solutions that are ideal for use with ACD applications.

Call Recording Tools
Call recording/logging enables you to record, store, organize, search, and playback telephone calls to avoid call disputes and improve the quality of training and customer services.

Tracer
Avoid communication disputes with Tracer, a CTI enabled digital call recording/logging system. Calls are recorded from start to finish, and Tracer automatically inserts bookmarks in every recording whenever calls are transferred or put on hold. When used together with Call Manager, users have the ability to start and stop recordings or insert bookmarks at important points in a call. Tracer can also help improve your business operations, including training, quality control and customer service.

Tracer Replay
Tracer Replay, included with Tracer, enables you to easily manage your call recording and retrieval functions. Replay streams the audio from wherever the recording is stored and allows searching by any collected information criteria.

Additional features include:

• Cradle to Grave 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.