For Companies Large or Small
A well-managed call center can serve customers quickly, efficiently, 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 finest, 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 efficiently.
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.
