OKI Enhances Functions for CTstage® 5i to Respond to Demands from Large Scale and Geographically Dispersed Contact Centers
Oki Electric Industry Co., Ltd. (TSE: 6703) today announced it has made upgrades to its contact center system, CTstage®, which holds the No.1 share in Japan. The latest model, CTstage 5i, now includes enhanced functionality for large-scale and geographically dispersed call centers. It will be sold in Japan starting today.
Many companies have become interested in deploying contact centers in different locations as such centers grow in importance as a contact point with customers. In response to such needs, OKI has enhanced various functions of the CTstage 5i, including multiple location functionality by leveraging the advantages of IP contact centers’ flexible system structure.
“The enhanced functions of ‘CTstage 5i,’ will help companies having contact centers in multiple locations or of various sizes to reduce management operation and other costs,” said Katsuyoshi Koide, President of Multimedia Messaging Company at OKI. “Leveraging our strong track record, we will continue to promote the integration of internal voice networks and enhance CTstage functions to respond to market needs in a timely manner.”
The newly enhanced functions include the following:
1. Enhancement in multiple-location functionality
Users can enjoy more flexibility when managing systems in multiple locations with enhanced monitoring functions.
1. Location selection:
By selecting a location on the contact center monitor, information on gateways, calls and group operator status can be checked for that location.
2. Group display
Call information and operator status can be sorted and managed by group.
3. In/Out management tool
By integrating the management tool for inbound and outbound operation, both can be managed on a single contact center monitor.
2. Enhancement in statistics gathering, reporting and monitoring functions
1. With the newly added function to create graphs by aggregating information listed on the contact center monitor, users can easily understand the use of networks and operational status by groups. First-call resolution ratio can also be aggregated with the reporter function.
2. Users can now add definitions for “operator ready mode” to aggregate information and manage operators with the contact center monitor.
3. Monitoring functions are also enhanced at contact centers’ operator view, such as viewing external line and incoming call status.
3. Enhancement in linkage functions to connect with various systems
With a SIP-based connection, the CTstage can now connect to and operate with multiple systems, enabling it to be applied to various structures depending on the contact center size. For example, when an operator is busy, the call will be automatically forwarded to an operator in a different location, or calls can be forwarded with data, making the phone calls more efficient. Calls can also be answered by other groups, beyond a single system.
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