Calling on Technology
You don’t need an office the size of a football field and heaps of complex equipment to launch your call center operations. Technology geared for growing companies is both powerful and affordable. Toshiba’s Strata CIX solution is an example of what to look for in a contact center application. It runs on a network server and features advanced Automatic Call Distribution, PC and CRM integration, call recording and skills-based routing to get the call to the person who can handle it best. A Strata CIX system can accommodate call centers with just a few agents with plenty of scalability for growth, and can also handle larger operations.
Call center equipment includes software, hardware, desktop applications, and lots of options that let you customize the way you want your call center to work. You can save some headaches when shopping for gear by purchasing a complete call center solution from the same vendor. Besides advanced contact center software, Toshiba also offers IP telephones, desktop call control applications, video collaboration tools, voice mail systems and servers designed to work flawlessly with its call center applications. A virtual call center is another option that can work well for small and midsize businesses. This solution uses unified customer communications to route calls and let employees access specific customer information. You provide computers and telephone equipment, while the call center application is delivered over the Web. A virtual call center frees you from the restraints of maintaining a central physical location; workers can be anywhere and still handle their calls.