Running a Customer-focused Contact Center with Toshiba & CTS

Posted on Apr 15, 2015 in Jeff Nolte's Blog

Today’s Contact Center solutions improve customer satisfaction by enabling your agents to provide quicker, more efficient and cost-effective service. Toshiba’s Contact Center Suite runs as an app on Toshiba’s Media Application Server (MAS) or MicroMAS. Chesapeake sets up everything for you…

We’ll connect and configure your Strata CIX or IPedge system to efficiently route incoming calls to departments and other groups, optimize contact center operations, and improve customer support with:

  • Skills-based routing
  • Balanced call counts
  • Time and depth in queue announcements
  • Priority queuing and much more

Your Contact Center agents can take calls anywhere. The ACD application treats multiple locations as one system. Call Manager functions such as Presence status and Chat extend across the network. Remote or mobile contact center agents can even use their smart phones as extensions of the business phone system.

Website visitors can initiate a text Chat session with your Contact Center agent or request a callback. When a representative is available, the system automatically calls the customer.

Get screen pops with incoming calls through integration with popular customer relationship management programs such as SalesForce.com, Act!, Microsoft Outlook and others.

Let Chesapeake help you put the focus back on customers with a Contact Center solution from Toshiba… Contact us today at: (800) 787-4848 or jnolte@CTSmd.us.