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Contact Centre Technology

Contact Centres are now accepted as one of the greatest business/technology phenomena of the past decade. Their numbers have grown exponentially over the past few years, with organisations realising colossal savings and service improvements.  Toshiba Strata will enable you to streamline interaction between you and your customers via the telephone and other access channels. We will help your organisation to become more agile and allow you to achieve new IT objectives with less time and risk. Specifically we make your agents more productive and ensure that they can deal with enquiries, problems, complaints and transactions relating to any part of your organisation. This will help you to build relationships with your customers and empower your front and back office staff with accurate and centralised information about that relationship.

Strata ACD

Strata technology makes it possible to set up a multi-channel Contact Centre within days at minimum cost. The flexibility of the system means that new agents can be added at the touch of a button. Furthermore, those agents do not have to be seated together, but can work in small distributed offices or from home. Allowing agents to work from home can reduce labour costs and increase employee quality. It also allows you to recruit on a regional, national, or even international basis rather than within one specific market.

Strata ACD will enable you to introduce sophisticated call management techniques such as Interactive Voice Response (IVR) quickly and cost-effectively. Our Call Router solution will enable you to make sure that calls are put through to the right agent regardless of wheather they are working in the main office, at a satellite office or from home. Net Phone links your telephone systems with your PC network helping to greatly improve the efficiency and productivity of your agents.  Whatever the size of your organisation of government agency, whether you have 2 or 2,000 agents, Toshiba can help you to provide a complete, seamless customer experience. We have a proven reputation as a leader in this market and some of the busiest and most successful Contact Centres in the UK are run on Toshiba solutions. Talk to Toshiba and we will show you how to communicate across all the different 'touch points' your customers use.

Strata Automatic Call Distribution

Automatic Call Distribution (ACD) enables you to introduce quickly and cost-effectively a range of sophisticated call management techniques, including:

  • Prioritising calls so that existing or high value customers are placed at the head of the queue.
  • Identifying types of call and directing them to the most appropriately skilled or nominated agent.
  • Multiple ACD queues, each with an individual programmed announcement for differing services, sales promotions etc.
  • Intelligent announcements advising callers of their place in the queue and the estimated time to answer.
  • Advanced call routing enabling callers to request a specific agent they have dealt with before.
  • Interactive Voice Response technology to prompt callers for information to direct their calls. Interactive Voice Response (IVR) technology will enable you to handle enquiries without human intervention. IVR enables customers to use the telephone keypad to select options in response to recorded prompts. IVR can handle a variety of interactions with the customer, many of which can operate on a 24x7 basis. It can prepare a call centre operator by obtaining valuable information from the caller before the call is actually routed through.
  • Intelligent Management Reporting enables you to improve service quality and Contact Centre efficiency.