Call Center Solutions

Toshiba Call Recording

Toshiba Call Recording

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 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

  • 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 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 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.

Call Manager-Brochure-EN

 

 

Toshiba Call Center

Toshiba’s Automatic Call Distribution

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

  • Advanced Call Routing, which 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, which sends calls to the right person to handle the call;
  • Priority Queuing, enabling the user to answer higher priority calls;
  • Multiple Group Agent Log-in, which provides important call coverage between groups and tiered service levels;
  • Agent Priority Routing, providing the ability to send the right call to the right agent;
  • Intelligent Announcements that play pre-recorded messages and inform holding callers of their place in the queue or estimated time before answer, as well as offer alternative actions such as going to voice mail or invoking a call back reservation;
  • IVR Voice Assistant, which 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 telephone, which enables you to manage incoming and outgoing call functions and synchronizes with your company’s operations, CRM or contact software;
  • Call recording/logging, enabling you to record, store, organize, search, and playback telephone calls to avoid disputes and improve the quality of training and customer service; and
  • Call Center reports, which 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 IPedge® or Strata® 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 as 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 names and phone numbers on a Web site, online customers can also request a “call-me-back,” and 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;
  • Shows user information via Call Manager, such as name and/or subject collected on the Web page when the callback request is made to an agent;
  • Provides ready-made Web widget (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; and
  • Supports most types of browsers, including Mac.

Contact Center Solutions-Brochure-EN