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ToshibaStrata Media Application Server (MAS)
Multiple Applications on a Single Platform
The Strata Media Application Server integrates with the Strata CIX to host voice processing and a variety of value-added applications within one platform. Because it reduces the need for multiple servers to support each application separately, the Strata Media Application Server dramatically decreases cost and complexity of deploying multiple applications.
Applications Supported
Auto Attendant and Voice Mail
Automated Speech Recognition (ASR)
Text-to-Speech (TTS)
Unified Messaging
Interactive Voice Response (IVR)
Automatic Call Distribution (ACD) and ACD Reporting
3rd party CTI applications
Browser-based system administration
FeatureFlex adaptability tools
The Strata Media Application Server is one of the first devices that combine voice applications from multiple vendors onto a single platform using Host-based Media Processing (HMP) technology. The advantage of HMP it eliminates the need for expensive dedicated voice resource boards and provides a sleek, efficient IP-based solution.
Call Centers
Streamline Call Center Functions for Greater Profitability
Call centers have become important strategic business tools. A well-managed call center can serve customers quickly, efficiently, and cost-effectively, providing an important competitive advantage. You don't have to be large call center to benefit from these capabilities. Call center functionality applies to all businesses who receive a high volume of calls into small or large departments. With the Strata ACD application, calls can be directed in a variety of ways to ensure that calls are handled quickly and efficiently, enabling your call center to operate at peak efficiency, increasing revenues as a result.
A robust array of ACD features makes it easy to optimize call center operations, increase customer satisfaction, and improve efficiency. Here's a few highlights:
- Advanced Call Routing directs calls based on Caller ID, account numbers, private lists, balanced call count, preferred agent treatment, agent priority, time-of-day, day-of-week, day-of-year, and user-entered data.
- Skills-Based Routing sends calls to the right person to handle the call.
- Priority Queuing enables you to answer higher priority calls sooner.
- Multiple Group Agent Log-in provides important call coverage between groups and tiered service levels.
- Agent Priority Routing gives you the ability 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 estimated time before answer, as well as offering alternative actions like going to voice mail or invoking a call back reservation.
- If you have multiple ACD Groups, each group can have a separate music source and different announcements, providing the specific information you want callers to hear. When the number of ACD calls waiting reaches a predetermined threshold, calls can overflow to another ACD group or destination, ensuring that someone will assist callers even when no one in the primary group is available.
- Multiple Group Agent Login provides important call coverage between groups and tiered service levels. This assures back-up coverage and is also the foundation for skills-based routing and agent priority routing, enabling many advanced call center applications.
- ACD capabilities also allow supervisory stations to offer call assistance to ACD agents, and to monitor agent calls. This is very useful for training, performance evaluation, and providing second-level assistance.
- IVR Voice Assistant gathers and validates caller input, triggers responses, alerts agents when the queue gets overloaded with calls, and provides many creative application opportunities.
- Call Center reports let you analyze agent performance, call center group activity, and system status, as well as forecast future call center staffing requirements by analyzing call volume patterns.
- Strata ACD also interacts with additional applications can provide "screen pops," on-line chat between Agents and Supervisors, and the OAISYS Net Phone, a CTI application that enables data/information exchange with the ACD application.
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