Toshiba Strata DK424 Competitive Notes page 4

Taske does not have Utilization Reports. Insight DK provides Utilization Reports which show the
percentage of time agents and extensions have been doing the things they do.
Taske lacks the flexible filters Insight DK uses within the reporting package which can, for example, be
used to look for calls to/from certain telephone numbers.
Insight DK uses flexible Profile Reports allowing time intervals of any number of, minutes, hours, days
and weeks. Taske's Profiles are limited to half hourly, hourly daily and weekly and are fixed according to
the report type being run.
Insight DK has distribution reports for answered and abandoned calls. These reports can have any number
of independently configured time buckets. Taske can only have 10 of these buckets.
Taske can report on agents call rate for incoming calls only. Insight DK can report on incoming, outgoing,
intercom, and the combined call rate of all displayed call types.
Taske does not support Work Unit Codes.
Toshiba Advantages Over Cintech
Cintech Cinphony Norstar ACD does not support DNIS. The Strata DK424 ACD enables incoming DNIS
telephone numbers to be assigned DNIS names that display on ringing agent telephones. DNIS calls can be
routed to unique ACD groups for each DNIS number. Each DNIS number can be routed to different
destinations during Day/Day2/Night mode.
Cintech only provides limited support of LAN-based PC display messaging. Only four additional
supervisors can monitor call center statistics for specific ACD groups and may only run either the LAN-
based PC Status Display for Windows or wallboard support mutually exclusively; they cannot run them
simultaneously. Insight DK uses inView to display performance information and agent/extension status on
as many PCs as you need. These PCs are connected to the LAN or WAN using Internet TCP/IP protocol.
The inView PC displays are an effective supplement or alternative to overhead electronic wallboards that
may no be visible to many physical locations either within or outside the call center facility.
Cintech does not produce a Delayed Call Report. Insight DK can produce a summary of calls offered to a
group versus totals and percentages of calls handled, calls delayed, and percentages of calls answered
within predefined time increments.
Cintech does not provide Forecast Reports. The Insight DK Plus Forecasting reports help supervisors
project CO line usage and staffing requirements by comparing actual data over a time period to projected
data parameters they set. This type of "what if" analysis helps determine what the work load and resource
requirements would be under certain conditions.
Cintech only supports maximum five supervisor terminals. This does not meet the need for many multiple
supervisor applications. The Strata DK424 ACD supports up to 16 supervisors and the Insight DK Plus
supports up to 80 supervisor terminals.
Limited historical data storage (90 days or so) limits the historical reporting available with Cintech.
Insight DK can store data for up to 1 year.
Toshiba Advantages Over Innings
Innings only supports one supervisor terminal. This does not meet the need for multiple supervisor
applications. The Strata DK424 ACD supports up to 16 supervisors and the Insight DK Plus supports up to
80 supervisor terminals.
Limited historical data storage (30 days or so) limits the historical reporting available with Innings. Insight
DK can store data for up to 1 year.
Innings does not support LAN-based PC display messaging. Insight DK uses inView to display
performance information and agent/extension status on various PCs connected to the LAN or WAN using
the Internet TCP/IP protocol. The inView PC displays are an effective supplement or alternative to
overhead electronic wallboards that may not be visible to many physical locations either within or outside
the call center facility.
The Innings ACD lacks call distribution method flexibility by not supporting routing option to next
available agent. The Strata DK424 ACD routes calls to either most idle or next available agent.
2 Strata DK424 ACD/MIS Feature Comparison 5/99