Products
Toshiba Automatic Call Distribution (ACD) / Call Center
How to Make Your Call Center More Efficient To Achieve Greater Profitability
Call centers are separate units from the company no more and have morphed into strategic business tools for companies everywhere. Smart businesses are discovering this and believe a well-managed call center can provide an important competitive advantage by serving customers efficiently, quickly, and cost-effectively.
ACC Telecom provides call center operations solutions which can be seen on the Toshiba line. They include:
- Faster response to callers
- Efficient call handling
- More efficient handling of peak hours traffic
- Increased agent productivity
- Effective back-up coverage
- Increased management control
- Simplified staffing requirements
- Compatibility with your business
What Type of Call Centers Can Use the Toshiba Strata ACD application? My call center is for a small department. Would using an automatic call distribution application even be worth it?
The Toshiba Strata ACD application is for designed for any call centers receiving a high volume of calls. You don’t have to be a huge call center to use the application. Call center efficiency is for all businesses who receive a high volume of calls, whether in small or large departments.
How will the Strata ACD application make my call center perform better?
The Strata ACD application helps make call center operations better by allowing calls to be directed in a variety of ways, saving time and extra work to increase revenue.
How does Strata Automatic Call Distribution (ACD) work?
It runs as an application on the Strata Media Application Server, along with ACD reporting, voice mail, and other value-added CTI applications.
I’m interested by not real sure what I need. Where do I start?
The ACD application fits the level of functionality you need, including both Basic and Enhanced features. Start simple, then add more capabilities as you need them. The number of ACD groups and active agent size increments included with the application are configured to give you cost-effective pricing levels for your specific needs.
Here’s a look at all the features that come with the ACD application:
- Call distribution is based on Caller ID, account numbers, balanced call count, private lists, agent priority, preferred agent treatment, day-of-year, day-of-week, time-of-day, and user-entered data.
- Priority Queuing allows you to answer higher priority calls sooner.
- Skills-Based Routing sends calls to the appropriate person to handle the call.
- Multiple Group Representative Log-in provides call coverage between groups and tiered service levels.
- Rep Priority Routing allows you 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 the estimated time before answer, in addition to offering alternative actions such as going to voice mail or invoking a call back reservation.
- Separate music sources and different announcements are available for each different ACD group as well as call overflow to other ACD groups when the number of ACD calls waiting reaches a certain limit, ensuring that someone will assist callers even when no one in the first group is available.
- Multiple Group Agent Login provides important call coverage between groups and tiered service levels. This feature guarantees back-up coverage and is also the foundation for skills-based routing and agent priority routing, enabling many advanced call center applications.
- Supervisory stations are able to offer call assistance to ACD agents and to monitor agent calls, useful for performance evaluation, training, and providing employee assistance.
- IVR Voice Assistant gathers and validates caller input, triggers responses, and alerts agents when the queue gets full with calls, all while providing many creative application opportunities.
- Call Center reports analyze call center group activity, agent performance, system status, and predict future call center staffing requirements by analyzing call volume patterns.
- The ability to interact with other applications also provides “screen pops,” (an on-line chat between Agents and Supervisors) and the OAISYS Net Phone (a CTI application that allows data/information exchange).
Toshiba’s Automatic Call Distribution Reports Feature
View screen displays and generate printed reports on call statistics and agent performance with Toshiba’s reports feature.
Several types of PC-based display and reporting products can be used including:
Insight - Real-time displays and historical reports for single supervisor terminal applications
- Four types of real time windows and four real time window templates
- 15 varieties of reports which cover up to a year’s worth of data
- Electronic wall board connection
- inView LAN-based PC display messaging
- Insight Plus
- 100 supervisor positions
- More extensive real-time displays and reports including forecasting reports, graphical displays, and data export capabilities
- Four types of real time windows
- Unlimited number of real time templates
- 35 varieties of reports which cover up to a year’s worth of data
- Electronic wall board connection
- inView LAN-based PC display messaging
Through an easy software upgrade, Insight can be upgraded to Insight Plus at any time.
How to Compile Insight Reports
- Statistics relating to any shift pattern may be used, as defined by the call center manager.
- When compiling a report, the user defines the time period over which the report is compiled. This time period can be defined to the nearest minute and is not limited to any time boundaries.
- Different report templates can be set up to be generated at different time intervals.
- Reports can be sent to a printer, exported, or saved to disk.
Online Displays from inView
inView provides two types of online displays for the reports. These displays are the same windows available in the Insight or Insight Plus client.
- Wallboard view displays statistics in a large character format and provides key performance information via 8 large character windows.
- Status view shows the statuses of individual Agents using a colored background to represent each Agent’s status.
Other Features to Display Data
- Spectrum Electronic Wallboards display call center status data. They are supported by Insight and Insight Plus. Supervisors can connect up to six of these wallboards to their PCs. These wallboards are benefit call center bottom lines and customer service by:
- Making important call center event information visible to both supervisors and agents.
- Allowing supervisors to send their own text information to the electronic wallboard to relay general information or motivational messages.
- Providing key performance information to single or multiple groups of agents on templates through multiple wallboards.
- Providing information relevant to agents or groups of lines through 6 addressable wallboards which can be configured independently of each other.
TASKE Contact provides easy-to-use management tools that enable a call center supervisor to manage their agents, set and meet service standards, and provide crucial management information on call activity. It includes ACD Monitor with Replay feature, WallSign, Reports, Traffic Analyzer, and myTASKE. Several add-on modules to further enhance the application such as TASKE Enterprise Client, Contact Desktop Sign, and TASKE Work Force Management are also included. 
myTASKE Reporter gives you the option to manage your call center from any computer with web access. It delivers many of the same capabilities as TASKE Contact in addition to the use of browser-based technologies. - TASKE Reports allow managers to generate more than 150 standard reports on call details, individual agent activity, abandoned calls, agent groups, trunks, extensions, queue groups, activity codes and more. With report templates covering daily, weekly, monthly and yearly timeframes that can be saved and conveniently used again, managers can compile detailed call activity data quickly. Reports can be customized to highlight the most important information. Automatic report printing can be scheduled for any part of the day, or exported to database or text files, spreadsheet, and even HTML for the World Wide Web. Users can view reports posted on the company intranet or Internet site from anywhere.
- TASKE Desktop Sign gives agents the ability to view and react to current contact center conditions in situations where wall-mounted reader boards are impractical to use.
- TASKE WallSign is a visual interface that makes configuring and managing reader board messages easier. WallSign provides messages based on the contact center conditions, day of the week , time of the day, and user-defined special days to one or more Spectrum® reader boards.
Get Net Phone to Maximize Agent Productivity: A Computer and Telephone Combined
A call center agents’ tools are their telephone and computer. In the call center world, the telephone and computer are used constantly yet rarely integrated. Why go back and forth to communicate with customers and reduce your level of customer service?
Net Phone combines the computer and telephone to bring one great communication tool to the representativet. Here’s how:
Manages incoming and outgoing call functions and synchronizes with a company’s operations, contact software or CRM. Triggers the software’s database and automatically launches (pops-up) the caller’s corresponding contact information when a call comes in.- Allows representative to control calls, and capture relevant customer data.
- Lets agents dial, answer, transfer, hold a call, and end call directly from the computer.
- Keys display the Caller ID and status of each call, allowing users to efficiently manage multiple calls.
- Allows rep to dial a phone number from any program including CRM, contact, spreadsheet, word processing, and presentation applications.
- Lets agents look up and dial extensions with a click of their mouse through the directory, automatically generated by the system. The directory can easily be searched by name, and exported to a file or printed.
- Agents can attach important customer information to a call, which then follows the caller if they are transferred to another department or extension. This Call Notes feature eliminates the need for different representatives to ask a caller for the same information multiple times and may also display information collected from the IVR system.
A call history of calls dialed and received on the local telephone extension is created automatically. Old calls can be searched for by date, name, telephone number, or account code. Calls can be automatically dialed by double clicking the call in the call history window. The entire call history search results can be exported or printed. - Chat instant messaging tool that can be bought as a feature to contact someone instantly online.
Call Record and Monitor Tools
Tracer is a digital call recording/logging system that records, organizes stores, and plays back telephone calls. It can help with training and quality control. Tracer taps directly to analog and digital (T1 and PRI) telephone lines, eliminating the need for converters, patches or channel banks. Calls are recorded from start to finish, and Tracer automatically inserts bookmarks in every recording whenever calls are put on hold or transferred. With Net Phone, users can have a recording status indicator and the ability to start and stop recordings or insert bookmarks in a call.
Tracer Replay is a feature included with Tracer and is used to retrieve and play back recordings. Replay allows for searching by any collected information criteria.
