Automatic Call Distribution; Network Applications; Reporting Capabilities - Toshiba iES16 Brochure

Contact Center Capabilities
For Companies Large or Small
A well-managed contact center can serve customers quickly,
effi ciently, and cost-effectively, providing an important
competitive advantage. Toshiba's Strata ACD solutions can
help you manage your calls and call distribution—even if
you don't have or need a large call center.

Automatic Call Distribution

Toshiba's Strata ACD is simplicity at its fi nest, running as an
application on the Toshiba Media Application Server, along with
ACD reporting, voice mail, and other value-added applications.
ACD, with its sophisticated capabilities including skills-based
routing and balanced call counts, priority queuing, and more,
directs calls in a variety of ways to suit your customers and
ensures calls are handled quickly and effi ciently.

Network Applications

Strata ACD applications enhance multi-site contact centers
enabling them to work together as one integrated call routing
system. Strata ACD enables contact centers to distribute
agents over the network and route calls to available agents
on any CIX system on the network. Strata ACD 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 as Network DSS/BLF and/or Chat between users in
multiple nodes.
Multimedia Web Callback and Web Chat
Multimedia Web Callback capabilities enable online customers
to initiate a "call-me-back" request by providing their name
and phone number on a company's website. When a company's
contact center representative becomes available, this Strata
ACD application then automatically calls the customer. Web
Chat enables customers to initiate an instant messaging chat
session with a contact center agent. These multimedia web
technologies increase customer access to the contact center,
provide better service, and reduce hold times and contact
center operation costs.

Reporting Capabilities

Your call statistics and management reports are conveniently
accessible online. View customized reports on everything
from call statistics and agent performance to forecasting
tools, scheduled reports, and more using any of several
PC-based reporting solutions that are ideal for use with
Strata ACD applications.
Desktop Productivity Tools
Computer Telephony Integration (CTI) combines the power of
the Strata CIX IP communication system with computer-based
custom functionality. This technology works systemwide, enabling
users to access applications from their own PCs.
Call Recording and Monitoring Tools
CTI-enabled digital call recording and logging systems record,
store, organize, and play back telephone calls to avoid
communication disputes that can result in business liabilities.
Recording applications can also help improve the quality of
your business operations, from training and quality control
to customer service.