Toshiba Launches Improved CTI Solution For Strata CIX

Toshiba’s Business Communications Division (BCD) has announced the availability of the new Net Phone version 5.1, which enables advanced collaboration features to help improve the efficiency of contact centre staff.

Net Phone can be installed on a laptop or PC, and can use the microphone and speakers to conduct the call, eliminating the need for a desk-top phone. It offers full IP capability with a VoIP plug-in, meaning that the Net Phone can be used to make and receive calls from anywhere using a network connection.

The new Net Phone also offers improved integration with Toshiba’s Strata ACD and 3rd party software applications to deliver a range of new features.

The integration with Strata ACD provides information on all ACD groups to which the user belongs, and alarms based on user-defined thresholds to show high levels of call volumes. In addition, supervisors can now initiate silent monitor and join functionality.

The presence management capability of Net Phone can also be integrated with Microsoft Outlook Calendar. This allows Net Phone to automatically set the status of the user into, for example, ‘In Meeting’ from the appointments set in the calendar. Other Net Phone users can then instantly see the user’s status through DSS buttons on the Net Phone desktop.

Net Phone also offers advanced collaboration, allowing users to chat while they are on a call to seek advice or share thoughts. What’s more, users can initiate a whiteboard application to share information such as Excel spreadsheets, Word documents, PowerPoint presentations etc. with the ability to save or e-mail the information once completed.

Tim Webb, general manager of Toshiba BCD comments: “Organisations are continually looking to drive efficiencies in the contact centre, and a key part of that is in supporting flexible working. The new Net Phone addresses these issues by allowing users to handle calls effectively regardless of their location. By delivering real-time information to the contact centre and the closer integration with key back office systems we are able to deliver improved customer service levels for any company.”

Net Phone is available now from Toshiba BCD, at a Typical Purchase Price (TPP) of £130, a £35 reduction on the price of the previous version of Net Phone. What’s more, the VoIP plug-in means a saving of up to £193 TPP per user if a physical phone is not required.