Toshiba Mobility can offer more than just savings

The Toshiba Strata® CIX IP communication system helps you keep your customers connected and employee productivity at its peak.

This versatile system supports many types of mobility endpoints and devices, including SoftIPT soft phone for notebook computers and PDAs, wireless IP telephones, and cordless telephones.

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Toshiba’s Contact Center Solutions

A contact center doesn’t have to be complex to be powerful, and Toshiba’s Strata® CIX™ is simplicity at its finest. Running as an application on the Strata 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.

Call Center Solutions Data Sheet

Toshiba Call Center Solutions Overview

A well-managed contact center can serve customers quickly, efficiently, and cost-effectively, providing an important competitive advantage to a business of any size.

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

Automatic Call Distribution
Toshiba’s Strata Automatic Call Distribution (ACD) ensures that calls are handled quickly and efficiently. The system runs as an application on the Strata Media Application Server (MAS), along with call reporting software Insight or Taske, Strata Call Manager, voice mail, and other value-added Computer Telephone Integration (CTI) applications. Strata ACD boasts many sophisticated capabilities, including:

• 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
Even more advanced features give customers additional ways 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 back”. When a representative becomes available, this Strata 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 Strata CIX pilot DN).
• Supports web callback counting similar to regular callback counting in TASKE and Insight.
• Includes additional web callback statistics reports.
• Strata 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 Strata 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, lets 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 functionality includes:

• End to end recording captures every second of the call, even while the caller is on hold.
• Look-Back Recording records an entire conversation, even if the recording was started after the call began.
• Call Monitoring allows authorized users to listen to calls live 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.  Toshiba is all about flexibility to meet your needs.

Toshiba Telephone System Applications

Increase your company’s productivity, efficiency and customer satisfaction with Toshiba’s Strata CIX Dgital IP hybrid telephone systems. The Strata CIX offers range of practical solutions that can enhance service, reduce abandoned or missed calls and improve knowledge across your organization.

Multi-site Networking
 

 

Networking Solutions Data Sheet   
 

Toshiba’s Strata CIX IP telephone systems and Strata Net enable you to interconnect your main office with branch locations and/or remote users. Strata Net is a private networking application that combines network-based features and the features of traditional PBX systems, reducing infrastructure, capital expenditure and operating costs, and increasing productivity. Strata Net allows businesses to:

• Extend full-featured desk phone functionality to remote users anywhere via IP telephones connected to your private intranet or the Internet.
• Reduce costs by transmitting voice calls via the Internet or your private intranet.
• Provide one integrated system for all your office locations by networking multiple Strata CIX systems to work together as one system.
• Share capabilities enterprise-wide, from a single voice mail system and a centralized call center, to internal extension dialing and SMDR
• Turn a long-distance call into a local call by “hopping off” the network as needed
• Networking features include Centralized Voice Mail and Attendant, SMDR, and Station DSS button appearances across all nodes. Alternate Routing provides for toll bypass configurations and automatic recovery from network disruptions.

Strata Call Manager
Combine the capabilities of your computer and telephone into one powerful unified communication tool. Call control from your PC lets you dial, answer or transfer calls, and more, using your mouse without picking up the telephone.

Toshiba’s Strata Call Manager can be used in conjunction with an IP or digital business telephone to provide desktop call control. It can also be used as a stand-alone IP soft phone, providing mobility and remote access, and synchronizes with a company’s operations, CRM, or contact software.

Use Your PC to Provide Additional Telephone Functionality

 

Strata Call Manager Data Sheet   
 

• Drag and drop features makes call transfer, speed dialing, and other functions faster and easier
• Incoming calls are handled as desired by events, conditions, and actions, including routing, screening, forwarding, and voice mail notification
• Outbound dialing from any application is easy. Launch documents, applications and web pages from the Strata Call Manager interface.
• Chat enables instant messaging communications with any user, broadcast message to multiple users, and simultaneous Chat sessions
• Presence capabilities let users see co-worker availability and transmit information to best serve your customer through an intuitive interface
• Preset control buttons let you dial numbers or extensions, launch applications, and view automatic screen pops of caller information
• Call history provides a log of incoming and outgoing calls that you can print, search, sort, and redial with one click
• Call notes follow the call wherever it’s transferred so callers don’t have to re-answer the same questions
• ACD login/logout, supervisor functions and ACD Viewer through built-in integration with Strata ACD Recording control through built-in integration with OAISYS® Tracer products.

Call Recording
Call recording and logging systems record, store, organize, and play back telephone calls, avoiding communication disputes. Recording applications also help improve the quality of your business operations, from training and quality control to customer service.

• 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.
• Bookmarks are automatically inserted when calls are transferred or put on hold. Particular calls or parts of calls can be easily and quickly found
• After-Call Actions can be taken after a call, including sending an e-mail or instant text message, or launching another program.

Multiple Applications on a Single Platform
Toshiba’s Strata® Media Application Server (MAS) integrates with Strata CIX™ IP telephone systems to host a variety of value-added unified communication applications within one platform. Reducing the need for multiple servers, the Strata MAS dramatically decreases cost and complexity.

 

Strata MAS Data Sheet   
 

Available in two models, the MAS (4-32 ports) and MicroMAS (2-8 ports) are compatible with all model Strata CIX systems, providing a comprehensive and integrated solution that fits every size business and every budget.

Applications Supported on MAS and MicroMAS

• Auto Attendant and Voice Mail
• Unified Messaging and Fax Integration
• Automated Speech Recognition (ASR)
• Text-to-Speech (TTS)
• Interactive Voice Response (IVR)
• Automatic Call Distribution (ACD) and ACD Reporting
• Video Communication Solution (VCS)
• Browser-based system administration and personal administration
• FeatureFlex® adaptability/customization tools
• Call Manager unified communications

Telephone Feature Customization Using FeatureFlex
Toshiba’s FeatureFlex™ adaptability and customization tool, Strata® CIX™ IP telephone system, and Integrated Media Applications Server (MAS), let you tailor your telephone system far beyond standard options and features.

 

FeatureFlex Data Sheet   
 

FeatureFlex lets users modify virtually any existing features and create new ones. And not just CIX call processing, but blended features that work between all system applications and resources including voice mail and CTI applications.. A simple script editor works with the Media Application Server to interpret code, process functions, and follow custom routing. Create new functions in just hours, not months or years waiting for the next software release.

For example, using the system’s built-in scripting language, an enterprise can create applications that allow them to:

• Connect with back office systems, and allow important information, such as inventory management, to scroll across the phone or screen.
• Connect with online sources for reference information, such as stock prices, weather temperatures, currency valuations, and more.
• Set up call management features, such as follow-me routing that forwards calls to another number. It can also route calls from unknown callers (or any designated callers) directly into voice mail.

FeatureFlex also opens the door to third-party application development, enabling software developers, telecommunications dealers, VARs, and systems integrators to create customized solutions for individual vertical markets