Toshiba Business Communications Division (BCD) today announced the availability of a new range of contact centre management solutions to improve business performance, enhance customer relationships and maximise profitability.
The two solutions, TASKE Contact and myTASKE Reporter, from TASKE Technology, offer business analysis and reporting tools, providing complete visibility of the contact centre environment. Businesses can monitor and manage resources in real-time, and dynamically respond to changes in customer demand to optimise resources and ensure service levels are successfully delivered.
“Business today is growing ever more customer-focused, making the contact centre central to the success of many organisations. Our partnership with TASKE gives customers insight into and control over this vital resource,” explains Tim Webb, general manager of Toshiba BCD. “The TASKE reporting tools provide a detailed real-time view of the customer experience and the resource available, allowing managers to fine tune the contact centre to improve business communications and control operational costs.”
TASKE Contact is designed for the formal contact centre environment with up to 360 agents. It provides real-time reporting on key contact centre resources – agents and queues – giving managers the ability to respond immediately to changing call volume and agent availability. This helps ensure service levels are continually monitored and make the business more responsive.
Additional features include:
– Remote browser-based management capabilities
– Cradle-to-grave reporting of all calls
– Adjustable replay of ACD activity
myTASKE Reporter is an informal contact centre solution for up to 50 agents. It has over 150 standard reports to monitor service levels, agent performance, or trends in call volume which can be viewed from any internet connection via a secure browser-based system.
Further features include:
– Historical reporting on agents, queues, extensions and trunks
– Views of every inbound, outbound, and extension-to-extension call
– Call management on all extensions whether agent phones or not
Both solutions benefit from TASKE Call Visualizer, which allows managers to review and improve the customer experience. It provides a unique timeline of every call handled. Managers can then drill down into each event of every call, to see the amount of time a caller was on hold or the number of times a caller was transferred, to gain a granular view of call handling techniques.
The two TASKE solutions are available for the complete Toshiba Strata CTX and CIX PBX range, and complement Toshiba’s existing management system, Insight. The TASKE Management solutions are available immediately.