The new functionality means businesses can more easily provide higher levels of customer service and address new pressures in the market such as regulatory requirements. By using features such as call recording to meet Payment Card Industry Data Security Standard (PCI DSS) or Financial Services Authority (FSA) regulations, or enabling notes to be made at certain times on the recording for customer calls for training purposes, businesses can more easily improve customer service and manage regulatory requirements. By implementing Toshiba’s enhanced call centre functionality, businesses in a wide range of industries such as healthcare, insurance and finance, can benefit.
Daniel Fuller-Smith, Sales Manager, UK and EMEA, Toshiba BCD comments: “Businesses today are facing many challenges, especially those managing external customer relations and dealing with the impact of regulatory changes like the finance or insurance industries. These types of businesses can hugely benefit from call centre solutions that are effectively tailored to meet the needs of the business and grow with it as its demands continue to change.”
The new product includes functionality from OAISYS, including the Talkument® voice documentation and Tracer contact centre management solutions. In addition to recording telephone conversations for convenient search, retrieval and play back, these tools offer advanced functionality such as secure call sharing, synchronised screen recording and IM chat for agent coaching. These features can all be tightly integrated with ACD (automatic call distribution) systems - including integration from TASKE - so businesses can analyse the system’s overall impact on productivity and efficiency.
Kevin Burns, Managing Director of OAISYS Ltd., comments: “We are extremely proud to be working with Toshiba. By building on the reliability of Toshiba’s solutions, these call centre applications can truly enhance the entire customer experience. We believe these add significant value to any business using call centre functionality.”
Daniel Fuller-Smith comments: “Toshiba’s contact centre offering is extreamly strong and we are now seeking resellers who are looking for alternative products that are aggressively priced for the current market conditions.”