H o m e P r o d u c t s S o l u t i o n s N e w s
Call Centers & Automatic Call Distribution
Streamline Call Center Functions for Greater Profitability
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 handing 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.
  • Strata ACD also interacts with additional applications Call Center reports let you analyze agent perfomance, call center group activity, and system status, as well as forecast future call center staffing requiments 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.
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