Toshiba Strata ACD IP Call Center Suite wins a 2008 IP Contact Center Technology Pioneer Award 

Toshiba America Information Systems Inc, Telecommunication Systems Division announced that TMC's Customer Interaction Solutions magazine has awarded Toshiba's Strata ACD IP Call Center Suite with Net Phone Presence with a 2008 IP Contact Center Technology Pioneer Award. The IP Contact Center Technology Pioneer Award winners will be highlighted in the July 2008 issue of Customer Interaction Solutions magazine. Customer Interaction Solutions has been the leading publication in CRM, call center and teleservices industries since 1982.

"We are proud that Toshiba has been honored with a 2008 IP Contact center Technology Pioneer Award from Customer Interaction Solutions Magazine for our Strata ACD Call Center Suite with Net Phone Presence," said Brian Metherell, vice president and general manager for Toshiba America Information Systems Telecommunication Systems Division. "The Strata ACD IP Call Center Suite with Net Phone Presence gives call center managers and agents a robust solution that meets all of their needs."

"With its Strata ACD IP Call Center Suite with Net Phone Presence, Toshiba brings advanced, pioneering call center technologies to the call center market while providing high quality and superior applications," said Nadji Tehrani, Executive Group Publisher and Editor-in-Chief of Customer Interaction Solutions.

About Toshiba Strata ACD IP Call Center Suite

Toshiba's Strata ACD is a comprehensive IP call center solution designed for small- to medium-sized enterprises or larger corporate users with multiple sites. Combined with Net Phone 6.0 it offers a host of Presence features that deliver powerful presence capabilities for call center agents, supervisors, and other users. It is compatible with Toshiba's Strata CIXT IP family of business communication solutions, which range from a few to hundreds of users, and can go larger with multiple systems networked together. The Strata ACD with Net Phone provides an IP call center solution that can be customized to meet the unique needs of each enterprise.

Among the Net Phone 6.0 features are:

  • Presence Viewer, which shows real-time status of other users, including phone status (idle, busy, or do not disturb), status message (shows status set by Net Phone such as "in meeting" as well as text entered by the user), and chat status (shows if Net Phone is launched and agent is online to accept chat requests).
  • Instant Messaging "Chat" feature, which enables agents to instantly text message other users. Chat can be applied throughout the organization or limited as defined by the enterprise.
  • Desktop Call Control and Ease-of-Use Features, including screen-based telephony features (such as drag-and-drop transfer and conference capabilities), screen pops, and personal call handling rules to increase productivity.
  • VoIP Benefits, including an optional built-in VoIP soft phone to complete the all-in-one phone operation.

Among the Toshiba Strata ACD IP Call Center Features are:

  • Advanced Call Routing to direct 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 to send calls to the right person.
  • Priority Queuing, which enables priority calls to be handled sooner.
  • Intelligent Announcements, which play pre-recorded messages and inform callers of their place in the queue or estimated time before answer, as well as offering alternative actions such as going to voice mail or a call back.
  • IVR Voice Assistant, which gathers and validates caller input, triggers responses, alerts agents when queue is overloaded and provides many creative application opportunities.
  • Integration of the PC and telephone for management of incoming and outgoing call functions also synchronies with company operations, CRM or contact software.
  • Call Recording and Logging to enable calls to be recorded, stored, organized, searched and played back. This helps improve quality of training and customer care and resolve disputes.
  • Call Center Reports, which also allow analysis and real-time monitoring for easy-to-use management of the call center.

The Strata ACD application, Call Center Reporting, and Net Phone run concurrently with many other applications (voice mail/auto attendant/unified messaging, text-to-speech, automated speech recognition, IVR, video conferencing/collaboration, FeatureFlex® customization tools, eManager® system administration) on one unified Media Application Server PC platform. This provides better application integration and substantial cost savings over other system designs that require separate servers for each value-added application.

About Toshiba America Information Systems Inc. (TAIS)

Headquartered in Irvine, Calif., TAIS is comprised of four business units: Digital Products Division, Imaging Systems Division, Storage Device Division, and Telecommunication Systems Division. Together, these divisions provide mobile products and solutions, including industry leading portable computers; projectors; imaging products for the security, medical and manufacturing markets; storage products for automotive, computer and consumer electronics applications; and telephony equipment and associated applications.

TAIS provides sales, marketing and services for its wide range of information products in the United States and Latin America. TAIS is an independent operating company owned by Toshiba America, Inc., a subsidiary of Toshiba Corporation, which is a global leader in high technology and integrated manufacturing of electrical and electronic components, products and systems, as well as major infrastructure systems. Toshiba was founded in 1875, and today operates a global network of more than 740 companies, with 198,000 employees worldwide and annual sales surpassing US$76 billion. For more information on Toshiba's leading innovations, visit the company's Web site at www.toshiba.com.

For more information about TMC, visit www.tmcnet.com.

Date - 15/07/2008

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