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For Companies Large or Small
A well-managed call 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.
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.
CALL CENTER CAPABILITIES