Additional / Optional Applications

Toshiba’s Automatic Call Distribution (ACD) directs calls in a variety of ways to suit your customer service needs and ensures calls are handled quickly and efficiently. Your call center doesn’t have to be complex to be powerful. In fact, the Strata Automatic Call Distribution (ACD) is simplicity at its finest, running as an application on the Strata Media Application Server (MAS), along with call reporting, voice mail, and other value-added Computer Telephone Integration (CTI) applications.  Strata ACD boasts sophisticated capabilities including skills-based routing and balanced call counts, priority queuing, and more—making it easy to optimize call center operations, increase customer satisfaction, and improve efficiency. Here’s a few highlights:

• 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 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 ACD applications enhance multi-site contact centers enabling them to work together as one integrated call routing system. Network ACD enables contact centers to distribute agents over the network and route calls to available agents on any CIX system on the network.
Network 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 s Network DSS/BLF and/or Chat between users in multiple nodes.

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 Is a CTI enabled digital call recording/logging system that records, stores, organizes and plays back telephone calls to avoid the disputed communications that can result in huge business liabilities. Tracer can also help improve the quality of your business operations including training, quality control and customer service. Tracer taps directly to analog and digital (T1 and PRI) telephone lines and eliminates the need for converters, channel banks or patches. 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 Net Phone, users can have a recording status indicator and the ability to start and stop recordings or insert bookmarks at important points in a call.

Tracer Replay Is included with Tracer and used to retrieve and play back recordings. Replay streams the audio from wherever the recoding is stored and allows searching by any collected information criteria. Tracer enables you to easily manage your call recording and retrieval function using the following valuable features: 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 in every recording whenever calls are transferred or put on hold. With bookmarks, finding particular calls or specific parts of calls is easy and significantly decreases the amount of time needed to retrieve and play back the recordings. After-Call Actions can be taken after a call ends, including sending an e-mail or instant text message, or launching another program to take some action.

With Toshiba’s call center applications, your call statistics and management reports are conveniently accessible online. View 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.

On-line displays and reports are an important addition to ACD, to provide enhanced supervisory monitoring of ACD activity. You can view screen displays and generate printed reports on call statistics and agent performance.
Toshiba offers several types of PC-based display and reporting products that are ideal for use with ACD applications.

Contact provides a suite of easy-to-use management tools that enable a contact center supervisor to manage their agents, set and meet service levels and provide vital management information on call activity.

TASKE Contact is a robust management application that's easy to use and includes real-time call activity monitoring, quick reviewing of current day’s activity, and a multitude of reports . TASKE Contact has several add-on modules to further enhance the application such as DisplayCentral, Desktop, Enterprise capability and a Work Force Management Interface.

TASKE Reporter

Enables you to manage your contact center from any computer with web access. It is designed to deliver some of the same feature-rich capabilities as TASKE Contact, plus the use of browser-based technologies that enable you to monitor your contact center from any computer in the world with Internet access.

TASKE Reports

Enable managers to generate more than 150 standard reports on call details, abandoned calls, individual agent activity, agent groups, extensions, trunks, queue groups, activity codes and more. With straightforward report templates that can be saved and conveniently used again, managers can quickly compile detailed call activity data. Reports cover daily, weekly, monthly and yearly timeframes, and reports can be customized to highlight key information.

Automatic report printing can be scheduled for any time of the day, or exported to spreadsheet, database, text files, and even to HTML for the World Wide Web. With an Internet connection and Web browser, users can view reports posted on the company intranet or Internet site from anywhere. TASKE Reports are available with both TASKE Contact and TASKE Reporter.

TASKE Desktop

Enables agents and supervisors to view and react to current contact center conditions in situations where wall-mounted reader boards are impractical. The Desktop application displays user-specified, real-time contact center data on the user’s computer monitor.

It also includes a proprietary chat utility for one-to-one communications within the contact center. Desktop is available as an option for TASKE Contact.

TASKE DisplayCentral

Is an innovative and exciting alternative to traditional contact center wall signs. Using a large screen display (plasma, LCD, or projector technologies) in your contact center, DisplayCentral integrates the real-time statistics that you want your team to focus on, with dynamic data from a wide range of business applications. DisplayCentral is available as an option for TASKE Contact.

Insight provides custom real-time displays and custom historical reports for single supervisor terminal applications, offering four types of real time windows, four real time window templates, and 15 varieties of reports which cover up to a year’s worth of data, along with electronic wall board connection, and inView LAN-based PC display messaging. Insight can be upgraded to Insight Plus at any time with a simple software upgrade.

Insight Plus supports up to 100 supervisor positions and provides more extensive custom real-time displays and reports including graphical displays, forecasting reports, and data export capabilities. Insight Plus provides four types of real time windows, and an unlimited number of real time templates, 35 varieties of reports which cover up to a year’s worth of data, along with electronic wall board connection, and inView LAN-based PC display messaging.

Insight Reports can be compiled using statistics relating to any shift pattern, as defined by the call center manager. When compiling a report, the user defines the time period over which the report is compiled. This period can be defined to the nearest minute and is not limited to any time boundaries. The Automatic Reporting feature in Insight enables reports to be generated at user defined times. Different report templates can be set up to be generated at different time intervals and there is a choice of outputs, i.e., the reports could be sent to a printer, saved to disk, or exported. The reporting client must be operational for this option to be used.

inView provides two types of on-line displays. These are the same windows available in the Insight or Insight Plus supervisor, real time client.

Wallboard view displays statistics in a large character format. The user can configure inView to provide key performance information selecting up to 8 large character windows from the list available options.

Status view shows the status of individual Agents with either long or short names. The status is presented using a colored background to represent each Agent’s status.

Spectrum Electronic Wallboards are supported by Insight and Insight Plus. Up to six wallboards may be connected to each supervisor’s PC to display call center status data.

This provides visibility of important call center event information to both Supervisors and Agents.

The Supervisor can also send custom, user-defined text information to the electronic wallboard which can be used for general information or motivational messages.

Multiple Wall Boards can be connected to the Insight application PC. Wallboard templates can be created and added to a schedule which can provide key performance information to single or multiple groups of agents.

One Insight client can support up to 6 addressable wallboards which can be configured independently of each other to provide information relevant to any particular group of lines or agents.

Toshiba’s Call Router optimizes your business’ communications and customer interactions. Your customers want to spend as little time waiting and go through as few steps as possible when they call your business. You want to minimize call times to keep your telephone bills as low as possible. With Call Router, your business rules combine with specific caller information to deliver calls to the appropriate destination within your organization.
Call Router uses caller information, such as Caller ID and schedules, to automatically route calls to a particular person, call group, or automated application to improve service and satisfaction while minimizing call times.

Archiving Calls
Using Call Router with Toshiba’s Tracer call logging and recording solutions, you can store every call, every time.
Call Router can tag those calls that should be archived based upon your business requirements. You’ll capture the calls you need for posterity to improve accuracy, reduce liability and provide valuable, real-time call records to help train your agents in your business’ best practices.

Screen Pops
Used in conjunction with Net Phone™, Call Router supplies automatic screen pops of customer information to agents as they answer the call. This improves your call handling efficiency and customer service, since callers don’t have to supply – or even worse, repeat – their identification information over and over. When you cut seconds off every call, your agents are free to handle higher volumes, or you can handle the same volume with fewer people, all without reducing your level of service or attention
to each call.

Computer Telephony Integration (CTI) combines the capabilities of Toshiba’s Strata® CIX™ business telephone system with custom functionality provided by computer applications. This leverages the power of both devices to bring a more effective tool to the desktop.
Your call center agents’ tools of the trade are their telephone and computer. These critical communication tools are used constantly; yet in most businesses they are seldom integrated. Instead, users go back and forth for information and communication while reducing the level of customer service provided to callers.

Chat: Instant Messaging
Chat is an instant messaging tool that can be purchased as a standalone product or as a standard feature of Net Phone. Chat is a great tool for getting a message to someone when they are busy on the phone or to get information in a less intrusive manner than calling the person.

• Call 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 in every recording whenever calls are transferred or put on hold. With bookmarks, finding particular calls or specific parts of calls is easy and significantly decreases the amount of time needed to retrieve and play back the recordings.
• After-Call Actions can be taken after a call ends, including sending an e-mail or instant text message, or launching another program to take some action.

Net Phone: Call Control from your PC
Toshiba’s Net Phone™ leverages the power of the computer and telephone to bring one superior tool to the desktop. Net Phone manages incoming and outgoing call functions and synchronizes with a company’s operations, CRM or contact software.  When a phone call comes in, Net Phone triggers the software’s database and automatically launches (pops-up) the caller’s corresponding contact information. Net Phone’s versatility allows you to:

• Control calls, capture important customer data and provide customers with superior service.
• Access telephone features and call-handling functions directly from the computer. Dialing, answering, transferring, placing a call on hold and ending calls are all executable from the compact or expanded Net Phone view.
• Utilize intelligent call keys which display the Caller ID and status of each call, allowing users to efficiently manage multiple calls.
• Dial a phone number from any program including contact, CRM, word processing, spreadsheet and presentation applications.
• Look up and dial PBX extensions with a click of your mouse. This powerful directory feature is automatically generated by the system so it is always up to date with every extension. It can easily be searched by name, and printed or exported.
• Attach important customer information to a call, which then follows the caller if they are transferred to another department or extension. This Call Notes feature eliminates the need to ask a caller for the same information multiple times. Call notes can also display information collected from the IVR system.

Net Phone also automatically creates a log of calls dialed and received on the local telephone extension. The Call History can be searched for specific calls by date, telephone number, name, or account code. Calls can be automatically dialed by double clicking the call in the Call History window. The entire Call History or a search result can easily be printed or exported to a file.