What to look for

Choosing the right telephone system for your company is often a difficult decision to make. It remains the front line of your business and is your main point of contact with your customers. A hardworking system should provide a good level of service to your customers and keep you communicating efficiently. Staff efficiency should be greatly improved along with productivity and profitability.

Questions to take into account:

Do you have enough lines to handle the volume of calls both incoming and outgoing?

Some phone systems are only equipped for up to two lines therefore when prospective customers call your switchboard they might hear an engaged tone prompting them to ring a competitor.
If all lines are being utilised at the same time you may be unable to make an outgoing call and callers may hear an engaged tone when dialing in.

Is your company likely to expand within the next 5 years?

You require a telephone system with a cost effective growth path. The Strata IP-CTX is scaleable to meet your future business needs whether you are a small business or large enterprise. The Strata IP-CTX100 allows for up to 64 exchange lines and 72 extensions and the Strata IP-CTX670 has a maximum configuration of up to 560 extensions. All handsets, applications and some hardware can be used with both systems, protecting your investment in Toshiba business communication solutions.

Are messages being taken incorrectly and transferred to the wrong department?

You require a voice processing system which will prompt callers to listen to the options available then press 1 for sales, 2 for accounts etc. Messages can then be left at extensions should staff be unavailable to take the call.

Does your company have a busy centralised call centre such as a service desk, order processing, sales etc.?

You require an Automated Call Distribution system (ACD)* that will direct calls to trained personnel (agents) via a DDI number (direct dial inwards) and held in a queuing system should they be on another call. This will allow the caller to hear a greeting advising them that they are held in a queue and will be answered shortly. Whilst in the queue pre-recorded messages can be played which is useful for technical related queries or to advise of sales promotions. All calls can be monitored by a supervisor providing them with up to date management reports. eg. How many calls has each agent taken in one day, which agent dealt with the most calls etc.

Do you want to monitor calls at each extension?

You require a Call Management Software package designed to allow management of all calls. Advance Classic* provides up to the minute management information, statistics and analysis, enabling you to maximise productivity and minimise cost. From extension billing to line utilization.

*Customer supplied p.c’s are required