Toshiba’s Contact Center Solutions

Improve customer satisfaction with Toshiba’s Contact Center Suite which runs as an application on a Dell Virtual Server with the Linux based Toshiba IPedge full VoIP phone system, VM Ware, and Microsoft Server 2012. The Automatic Call Distribution (ACD) software and Taske Reporter software provides the call center functionality.

Efficiently handle and direct calls by managing incoming traffic to departments and other groups, and optimize contact center operations with capabilities such as skills-based routing, balanced call counts, time and depth in queue announcements as well as priority queuing and more.

Create multi-site contact centers that work as one. Contact center agents can be anywhere. The (ACD) application treats multiple locations as one system. The system checks agent status in other locations before routing to those agents. Call Manager functions such as presence status and chat extend over the network with Call Manager Advanced and federation. Remote or mobile contact center agents can even use their smartphones as extensions of business telephones systems.

Communicate with customers on their terms. While clients are holding, they can request a callback without losing their position in the queue. When a representative is available, the system automatically calls the customer.

Empower agents to provide superior service. The optional Call Manager application puts call-handling and text chat features onto a graphical PC interface, ideal for high-volume agents. Get screen pops with incoming calls through integration with popular customer relationship management programs such as SalesForce.com®, Act!® Microsoft® Outlook™, Tiger Paw, and other DDE (Dynamic Data Exchange)/ODBC (Open Database Connectivity) compliant software.

Manage a better contact center with Call Statistics and management reports on everything from agent performance to forecasting tools as well as scheduled reports. These reports are conveniently accessible from anywhere via a browser-based interface. The Toshiba TASKE Reporter package provides management the ability to staff accordingly and utilize historical information as well as silent monitoring a call-in process.

Record. Store. Relax. Call recording and logging systems can help improve operations, from training and quality control to customer service. Record, store, organize, and play back calls to avoid communication disputes that can result in business liabilities.