Toshiba America Information Systems, Telecommunication Systems Division (Toshiba) announced that Tri-City Cardiology, a Mesa, Ariz.-based medical practice, has enhanced its call center functionality and self-administration capabilities with Toshiba's Strata CIX business telephone systems.
Tri-City Cardiology, with five locations in the Greater Phoenix area, offers comprehensive services for diagnosis, treatment and prevention of cardiovascular disease. The practice was looking for a solution that would seamlessly network all five locations together.
With the help of Copper State Communications of Phoenix, an authorized Toshiba Dealer, Tri-City Cardiology deployed the Toshiba Strata CIX IP business telephone system and Strata ACD call center solution.
Strata ACD contact center solution features Toshiba Strata Call Manager softphones, OAISYS Tracer call recording solution and TASKE Reporting. It also features Strata Media Application Server (MAS) with Auto Attendant, Unified Messaging and other applications for a single server solution, and Network eManager for centralized remote management of all systems.
The system provided outstanding reliability and durability, as well as survivability across the networked systems to provide backup in case there is a power or telephone outage in the area, company officials said. Toshiba system now processes more than 14,000 calls per month for Tri-City.
Tri-City's ACD agents utilize the Chat feature in Strata Call Manager to communicate with each other and supervisors while they are on calls. The OAISYS Tracer recording solution is used to audit calls, train agents, review historical patient data, and for conflict resolution.
Using Toshiba's Network eManager remote administration tool, administrators can now remotely manage the entire telephone system from her desk. They can also troubleshoot system issues more effectively since Network eManager gives control over the system.
"Together, Toshiba and Copper State Communications delivered on our Top 3 goals: outstanding reliability, enhanced call center capabilities, and the ability to self-administrate. It's a winning combination," said Ken Frandsen, CEO, Tri-City Cardiology, in a statement.
Toshiba recently unveiled the new IPedge EP as part of its IPedge family of pure IP media server systems. IPedge EP is specifically designed for small businesses with up to 40 users per server.
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