Call Centers

Small to Medium sized companies can run cost-effective full or part-time Call Centers

Call centers have become important strategic business tools. A well-managed call center can serve customers quickly, efficiently, and cost-effectively, providing an important competitive advantage.

Toshiba provides solutions to enhance call center operations in several important ways:

Efficient call handling
Faster response to callers
More efficient handling of peak hours traffic
Effective back-up coverage
Increased agent productivity
Simplified staffing requirements
Increased management control
Grows with your business to protect your investment

You don't have to be large call center to benefit from these capabilities. Call center functionality applies to all businesses who receive a high volume of calls into small or large departments. With the Strata ACD application, calls can be directed in a variety of ways to ensure that calls are handled quickly and efficiently, enabling your call center to operate at peak efficiency, increasing revenues as a result.

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, along with ACD reporting, voice mail, and other value-added CTI applications.

The ACD application is available with Basic and Enhanced feature functionality, to fit the level of functionality you need. You can start off simple, and add more capabilities as you need them.
Capacities are also expandable to meet your growing needs. The number of ACD groups and active agent size increments are configured to provide cost-effective pricing levels according to your specific needs.

A robust array of ACD features makes it easy to optimize call center operations, increase customer satisfaction, and improve efficiency. Here are 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 expand your agent pool when traffic increases.
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.
If you have multiple ACD Groups, each group can have a separate music source and different announcements, providing the specific information you want callers to hear. When the number of ACD calls waiting reaches a predetermined threshold, calls can overflow to another ACD group or destination, ensuring that someone will assist callers even when no one in the primary group is available.
Multiple Group Agent Login provides important call coverage between groups and tiered service levels. This assures back-up coverage and is also the foundation for skills-based routing and agent priority routing, enabling many advanced call center applications.
ACD capabilities also allow supervisory stations to offer call assistance to ACD agents, and to monitor agent calls. This is very useful for training, performance evaluation, and providing second-level assistance.
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.
Call Center reports let you analyze agent performance, call center group activity, and system status, as well as forecast future call center staffing requirements by analyzing call volume patterns.

Strata ACD also interacts with additional applications can provide "screen pops," on-line chat between Agents and Supervisors, and the OAISYS Net Phone, a CTI application that enables data/information exchange with the ACD application.

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.
The versatility of Net Phone allows you to control calls, capture important customer data and provide customers with superior service.
Net Phone provides users with 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.
Intelligent call keys display the Caller ID and status of each call, allowing users to efficiently manage multiple calls.
Net Phone also allows you to dial a phone number from any program including contact, CRM, word processing, spreadsheet and presentation applications.
Powerful directory features allow you to look up and dial PBX extensions with a click of your mouse. The directory 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.
The Call Notes feature allows users to attach important customer information to a call, which then follows the caller if they are transferred to another department or extension. This 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 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.

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.