Toshiba America Information Systems, Inc. Telecommunication Systems Division

Computer Telephony Integration (CTI) combines the capabilities of Toshiba’s Strata® CIX™ business telephone system with custom functionality provided by computer applications. This leverages the power of both devices to bring a more effective tool to the desktop.

Your call center agents’ tools of the trade are their telephone and computer. These critical communication tools are used constantly; yet in most businesses they are seldom integrated. Instead, users go back and forth for information and communication while reducing the level of customer service provided to callers.

Call Recording & Monitoring
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.

Chat: Instant Messaging
Chat is an instant messaging tool that can be purchased as a standalone product or as a standard feature of Net Phone. Chat is a great tool for getting a message to someone when they are busy on the phone or to get information in a less intrusive manner than calling the person.

1. Cradle to Grave Recording captures every moment of the call, even while the caller is on hold.
2. Look-Back Recording records an entire conversation, even if the recording was initiated after the call began.
3. Call Monitoring allows authorized users to monitor calls as they’re happening, whether those calls are being recorded or not.
4. Selective Recording records specific or random extensions, groups of extensions, or every extension.
5. Bookmarks are automatically inserted in every recording whenever calls are transferred or put on hold. With bookmarks, finding particular calls or specific parts of calls is easy and significantly decreases the amount of time needed to retrieve and play back the recordings.
6. After-Call Actions can be taken after a call ends, including sending an e-mail or instant text message, or launching another program to take some action.

Net Phone: Call Control from your PC
Toshiba’s Net Phone™ leverages the power of the computer and telephone to bring one superior tool to the desktop. Net Phone manages incoming and outgoing call functions and synchronizes with a company’s operations, CRM or contact software.  When a phone call comes in, Net Phone triggers the software’s database and automatically launches (pops-up) the caller’s corresponding contact information.

Net Phone’s versatility allows you to:

1. Control calls, capture important customer data and provide customers with superior service.
2. Access telephone features and call-handling functions directly from the computer. Dialing, answering, transferring, placing a call on hold and ending calls are all executable from the compact or expanded Net Phone view.
3. Utilize intelligent call keys which display the Caller ID and status of each call, allowing users to efficiently manage multiple calls.
4. Dial a phone number from any program including contact, CRM, word processing, spreadsheet and presentation applications.
5. Look up and dial PBX extensions with a click of your mouse. This powerful directory feature is automatically generated by the system so it is always up to date with every extension. It can easily be searched by name, and printed or exported.
6. 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 to ask a caller for the same information multiple times. Call notes can also display information collected from the IVR system.

Net Phone also automatically creates a log of calls dialed and received on the local telephone extension. The Call History can be searched for specific calls by date, telephone number, name, or account code. Calls can be automatically dialed by double clicking the call in the Call History window. The entire Call History or a search result can easily be printed or exported to a file.