KEEP YOUR IPEDGE SYSTEM UP TO DATE AND AT ITS BEST

IPedge-phone-side-sharp

To get the most out of your investment in Toshiba’s IPedge® business communications system, it’s important to keep its software up to date.  When you do, you’ll always have the latest features and functionality and be assured your IPedge server supports evolving standards and is protected from emerging security threats.

Toshiba makes it easy with a subscription-based Software Support and Upgrade Service (SUS) plan that provides continual software updates and enhancements, full technical support and cost-effective license transfers when upgrading to a new or larger system.  Consider the advantages:

  • Stay current. Automatically keep up with the latest software releases and security updates; incorporate next-generation capabilities to help improve productivity and operations.
  • Optimize performance. Maintain optimal system functionality and quickly resolve technical issues with skilled technical support from an Authorized Toshiba Dealer.
  • Ensure security. As new security threats appear, many IPedge software releases bundle in security enhancements that you may otherwise miss out on.
  • Control costs. Get long-term investment protection and lower cost of ownership with predictable software support costs and nominal license transfer fees when upgrading to newer or larger systems.

IPedge-advantage

Try before you buy

The first year of the SUS plan is included with the purchase of every new IPedge system.  You get to see the value for yourself before committing.

Extend.  Available at the time of purchase, the initial plan can be extended for up to five years, with discounts for multi-year plans. Extending at the time of purchase costs much less than renewing on an annual basis or reinstating after it expires.

Renew.  Before the SUS plan expires, you can renew the plan term for another one to five years.  Now that Toshiba’s on-premise phone systems can be expanded into a hybrid cloud network, you won’t outgrow that IPedge system anytime soon.  Protect it for the long haul.

Reinstate.  If your SUS plan expires, you can reinstate it at any time for a nominal fee.  Don’t miss out.  During the lapsed period, technical support and software upgrades are billed separately.

To take advantage of Toshiba’s SUS plan, you must hold the license to the original software and pay the SUS fee (after the first year) to your Authorized Toshiba Dealer.

Find out more about Toshiba product and service warranties.
Contact an Authorized Toshiba Dealer for more SUS plan details and pricing.

REDEFINE WHAT YOUR EXISTING TOSHIBA PHONE SYSTEM CAN DO

Toshiba offers easy migration to a hybrid cloud solution

hybrid-cloud

Celebrating 70 years in business, Dixie Plywood and Lumber Company has become one of the country’s largest independent distributors of building materials.  There are two primary keys to this kind of success:  (1) deep sourcing (Dixie Plywood has relationships with more than 70 major suppliers) and (2) premium communications.

When your primary business is to connect suppliers and buyers — handling more than 100,000 calls per month — the phone system has to be right.  For the Savannah, Ga.-based company, that means enabling 250 users to be productive and effective wherever they are.  And since the company’s 12 locations are spread across five states in the hurricane-prone southeast, the phone system also has to provide for survivability.

Since Dixie Plywood has been a Toshiba customer for nearly 20 years, the IT director wanted a solution that would bring locations together into one phone system while reusing the on-premise phone system and phones they already had.  Toshiba made it easy to converge their existing Toshiba on-premise phone system with its cloud-based counterpart to create a hybrid, company-wide network.

the-power-of-choiceAny organization that has Toshiba’s IPedge®, Strata® CTX or Strata CIX phone systems can use Toshiba’s VIPedge® cloud service to extend the reach and connectivity of the network while adding new functionality.  It’s a great way to add users to a premise-based system that’s about to be outgrown or to bring distant users or locations into the company network.

With Toshiba’s Hybrid Cloud Networking, those 12 Dixie Plywood locations now connect much like one, for greater productivity, convenience and cost savings:

  • Colleagues can reach each other through direct-extension dialing, contact lists with avatars, instant messaging and presence (the ability to see someone’s availability before calling).
  • User profiles follow staff when visiting other locations. Just log into a phone, and it becomes yours until you log out, with all the features and preferences of your desk phone.
  • Advanced calling features flow across locations and platforms — and across desktop and mobile phones, even users’ personal smartphones or tablets.
  • During an outage, calls can be automatically redirected to any other phone number, such as a user’s mobile phone or home phone.
  • Users have one-number reach and the ability to work from virtually anywhere using a personal or business-issued device as an extension of the business phone system. The system displays only the office phone number and keeps the cell number private.

ucedge-unified-communications

As Dixie Plywood discovered, Toshiba’s Hybrid Cloud Networking extends the value of existing systems while making it easy and cost-effective to expand.  You can network distant sites together as though they are on a single solution without having to buy a new phone system.  Bring diverse platforms into a unified, cohesive network that presents a consistent image across the company.  Reuse existing phones, attendant consoles and other access equipment.  Use lease options to get it all as an affordable monthly expense.

Industry watchers think we’ve hit on a good idea.  Toshiba’s Hybrid Networking Solution has already garnered a 2014 Cloud Computing Product of the Year Award and a 2015 INTERNET TELEPHONY Product of the Year awardFind out what hybrid networking can do for you.

YET ANOTHER SILVER LINING

Silver LiningAuthor Leonard Louis Levinson wrote:

“A pessimist sees only the dark side of the clouds, and mopes.  A philosopher sees both sides, and shrugs.  An optimist doesn’t see the clouds at all — he’s walking on them.”

We would add a fourth category — the savvy operations manager runs a business on them.

With hosted voice over IP (VoIP) service, you can get advanced IP business communications as a pay-as-you-go service.  Instead of having an IP PBX on a shelf or wiring closet at the workplace, the phone system server resides in a hosting provider’s secure data center.  All you need on site are the end-user devices to access the system (phones, PCs, etc.) and the network gear to connect those devices to the outside world.

For three years, Toshiba has offered the award-winning IPedge® business communications system as its cloud-based VIPedge® solution.  Businesses of all types have taken advantage of the cloud to trade an upfront capital investment for a predictable monthly operating expense.

VIPedge is ideal for any organization that:

  • Wants to preserve working capital for revenue projects instead of office infrastructure;
  • Has ambitious growth plans and could outgrow a purchased phone system; or
  • Prefers to focus on core business rather than the care and feeding of a phone system.

If the flexibility and convenience of VIPedge sound good, this will sound even better — get it with zero upfront cost.  That’s right.  With Toshiba’s VIPedge leasing program, you can also lease the on-site telephone equipment you formerly would have bought — such as desktop and wireless phones, attendant consoles, and access points for in-building wireless.  You get enterprise-quality communications, end user equipment, installation, local and long-distance service, and regular maintenance and software updates all in one affordable monthly payment.

  • Choose from 24-, 36- and 60-month lease options.
  • Budget for all-inclusive telephony as a fixed monthly cost.
  • Select optional international calling plans.
  • Eliminate the risk of obsolescence; your cloud telephone system is always up to date.
  • Rest easy with system administration and survivability/redundancy included.
  • Add or remove users as needed — at one location or many.

Since VIPedge service is licensed per user, you can add users at any time — up to 500 on a single system.

VIPedge leasing delivers an affordable path to the cloud and is now available from Authorized Toshiba Dealers nationwide.

Use the VIPedge leasing program to get started with Toshiba.  Or migrate from a Toshiba IPedge on-premise system to the cloud.  Or expand to a Hybrid Cloud Solution by networking VIPedge to your existing on-premise Toshiba Strata® CIX or IPedge system.

Find out more from your Authorized Toshiba Dealer.

ANOTHER DAY ON THE RED CARPET

It was just a few months ago.  February.  The much-awaited awards season.  Everyone was abuzz about the nominees, their chances for winning “Best of…” in their respective categories, and what the celebs would be sporting.  There were so many fine releases last year, domestic and foreign, but only a few get the coveted awards.

Large 12 IT-POTY

We are talking about the Internet Telephony Product of the Year awards, of course.

We’re happy to report that Toshiba’s Hybrid Cloud Networking Solution earned yet another day on the red carpet — no big surprise to fans, since it had already garnered a 2014 Cloud Computing Product of the Year Award.  The award winner brings a mix of on-premise and cloud-based phone systems into one companywide network that delivers a seamless user and caller experience.

“It gives me great pleasure to recognize Toshiba with a 2015 Product of the Year Award for its commitment to excellence and innovation,” said Rich Tehrani, CEO of TMC, the magazine’s parent company.  “Toshiba’s Hybrid Cloud Networking Solution is among the best communications and technology solutions available on the market.”

A hybrid approach to business communications reflects a growing reality — that many organizations run on a diversity of processes and platforms.  That’s as true of business communications as it is of computing.  You want to extend the value of legacy investments while capitalizing on the new.  Existing and emerging technologies must coexist.  In a perfect world, they also work harmoniously together.  With Toshiba, you know they do.

Consider this scenario, which might look familiar… Perhaps your business installed a digital-and-IP phone system at headquarters 10 years ago, then added pure IP phone systems at locations that opened in the last few years, and then embraced cloud telephony in the last year to expand into new locations and support remote workers.

Toshiba customers can get all three phone system options from one trusted source.  It’s easy to see the advantages of having one vendor — economies of scale, minimal training, single point of contact — but the real story here is that these on-premise and cloud-based options can be integrated into one cohesive, companywide phone network.

A hybrid networking approach extends the value of your existing phone systems, enables you to mix and match phone systems to suit the needs of each location, and supports on-demand expansion without making you buy more than you need today.

With Hybrid Cloud Networking, you can network up to 128 systems, including one Toshiba VIPedge® cloud solution and a mix of Toshiba IPedge® and Strata® CIX systems.  For instance, you can use on-premise IPedge at larger sites or those needing more IP features; on-premise Strata CIX at sites that still use digital phones; and VIPedge to serve new locations that need the flexibility and on-demand growth of a cloud-based solution.  Advanced call processing features use the same Toshiba IP core — IPedge Application Server or VIPedge Application Service — to work transparently across the network.

If your organization could run more productively and effectively if you had one unified network serving all locations, find out what Toshiba’s award-winning Hybrid Cloud Networking can do for you.  It’s available from Authorized Toshiba Dealers nationwide.

A list of the 2015 INTERNET TELEPHONY Product of the Year winners was featured in the January/February issue of INTERNET TELEPHONY magazine and online at www.itmag.com.

For more information, visit: http://www.telecom.toshiba.com/

SECURELY RECORD, ARCHIVE, SEARCH, PLAY AND SHARE CALLS

Announcing a new call recording solution for Toshiba’s phone systems

OAK Recording Player

Any organization that communicates with customers, clients, colleagues or suppliers stands to gain from having better insight and understanding into the interactions that shape everyday operations.  With the right call recording solution, you can:

  • Verify transactions by quickly finding recorded calls and emailing an extract of the audio file to the customer to confirm order details.
  • Demonstrate compliance with applicable rules, such as information security standards set by the credit card and health care industries.
  • Improve performance by reviewing recordings to identify areas that need focus and working with staff to develop their telephone and customer service skills.
  • Improve efficiency and accuracy through integration with external databases and customer relationship management (CRM) applications.

Toshiba offers the recordX solution to play, review and share call recordings on Toshiba’s IPedge® and Strata® CIX phone systems.  Recorded calls* are stored on a dedicated recordX server or can be archived to an alternate storage location.

With recordX, authorized users can:

  • Record all calls or just selected calls on demand.
  • Visually review the library of recordings through an easy, browser-based interface.
  • Search recordings by multiple variables, such as call duration, callerID, date/time and more.
  • Use filters to capture a selected sample of calls, such as calls for a specific agent or customer.
  • Listen, add notes to or score a recorded call using customized questionnaires.
  • Display the history of who has listened to or annotated a call recording.
  • Integrate with Microsoft®, Salesforce®, Act!® and Lotus Notes® applications.
  • Convert recordings to WAV or MP3 files to share by email.
  • Share recordings via Apple iTunes® or Windows Media® Player.
  • Suppress private information such as credit card numbers before sharing.
  • Generate graphical reports and statistics to track trends and performance.
  • Save performance reports as PDF files to email or archive.

By making it easy to monitor, encrypt and store critical telephone conversations, the recordX solution enhances legal compliance and mitigates risk while improving customer service and organizational performance.

OAK Recording Screen

Make it your own

With a provided software development kit, systems integrators can also tie in external systems — such as a database or CRM program — to develop custom applications.  For example, you could pop customer details into the recording upon receiving a call, automatically add notes to recordings directly from a third-party application, or initiate start/stop commands to control which part of a phone call to record.

RecordX is available from Authorized Toshiba Dealers nationwide.  Find out more in the recordX brochure.  In an upcoming blog, we’ll discuss some of the legal aspects of call recording, which vary from one locality to another.

* Check local laws before recording calls.

HOW TO IMPROVE COMMUNICATIONS WHILE REDUCING COSTS

Desert Kidney Associates saves $13,000 per year while bringing seven medical practice sites into a unified network.

Mike Copelan of Cortel Communications helps Terry Gallegos, Desert Kidney’s front office supervisor, utilize Enterprise Manager to administrate the system across all seven sites.

Mike Copelan of Cortel Communications helps Terry Gallegos, Desert Kidney’s front office supervisor, utilize Enterprise Manager to administrate the system across all seven sites.

Every year, more than 50,000 people in the United States are diagnosed with end-stage kidney disease.  The symptoms are nonspecific; cases are usually identified by screening patients with risk factors such as diabetes and high blood pressure.  The goal of treatment is to control those risk factors and slow or halt the progression of the disease.

That’s the dedicated mission of Phoenix-based Desert Kidney Associates.  The full-service nephrology practice operates from locations in the greater Phoenix/Scottsdale/Mesa area and beyond, working to improve the care and quality of life for renal patients.

“Prompt diagnosis and treatment are key to managing kidney disease,” said Margaret Greiner, chief operating officer.  “When new clients call us, their first appointment with one of our 17 board-certified renal specialists will be scheduled within days of the referral.  We also have a physician on-call 24 hours per day to address urgent matters.  To deliver the level of service and patient relationships we expect, our phone system has to be efficient, reliable, and accessible.”

Desert Kidney needed a business telephone solution that could unify communications across multiple locations, improve patient and employee communication, and support an effective contact center.

Chris Corbett, president of Cortel Communications LLC of Phoenix, recommended a Toshiba solution that includes the following components:

“IPedge enables our employees in seven offices to communicate as if we were all in one location, which has improved both internal and patient communication,” said Greiner.  “In addition, extension dialing, call transfer and other calling and messaging features work seamlessly among sites.”

New capabilities have brought new levels of productivity, flexibility and control.  For example, users can:

  • Click from their computers to dial, answer calls, transfer calls, check the status of colleagues before calling them, and send instant messages.
  • Use their smartphones as extensions of the Toshiba phone system and have calls follow them wherever they are.
  • View, save and share emails and voice messages in one inbox to save time and avoid missed messages.
Terry Gallegos, Desert Kidney’s front office supervisor, with three of Desert Kidney’s 14 contact center agents. Toshiba’s Contact Center Solution enables incoming calls to be efficiently routed and queued for scheduling and billing.

Terry Gallegos, Desert Kidney’s front office supervisor, with three of Desert Kidney’s 14 contact center agents. Toshiba’s Contact Center Solution enables incoming calls to be efficiently routed and queued for scheduling and billing.

The system automatically routes and queues incoming calls to 14 agents in two contact center groups for scheduling and billing.  Supervisors can monitor calls, view call history, and review recorded calls for quality assurance.  IT and Cortel administrators can easily make programming and administration changes and updates for all seven sites from a secure, browser-based interface.

“While adding all these IP-enabled capabilities, the new phone system actually reduced Desert Kidney’s lease payment,” said Corbett.  “The practice is saving $13,000 per year by replacing a legacy system with multiple carriers.  And this Toshiba system isn’t one Desert Kidney will outgrow because it can expand as the practice grows, and it is protected by Toshiba’s five-year manufacturer’s warranty, one of the longest in the industry.”

Success Story At a Glance

Customer:    Desert Kidney Associates

Business:     Nephrology education, evaluation and treatment services

Locations:    Greater Phoenix/Scottsdale/Mesa, Ariz. area

Dealer:          Cortel Communications LLC, Phoenix, AZ

Solution:        Toshiba’s IPedge EC IP phone system at main location
50+ Toshiba IP desk phones with displays
Unified messaging and unified communications
Contact center solution with call recording and reporting
Remote, browser-based administration

Results:        Seven sites brought into one unified network
Ability to use smartphones as phone system extensions
Improved internal and external communications
Effective contact center routing, queuing and monitoring
Lower lease payments and $13,000 annual savings

For more information, visit: http://www.telecom.toshiba.com/

UNIFIED MANAGEMENT FOR DIVERSE PHONE SYSTEMS

Toshiba’s Enterprise Manager administers both cloud and on-premise platforms in a hybrid network.

From left, Ron Ayotte of Atlantic Tel-Com shows Kenny Stavely and Joellyn Lott of Memorial Hospital and Manor how to use Enterprise Manager, which enables browser-based remote administration of the Toshiba business telephone solution.

From left, Ron Ayotte of Atlantic Tel-Com shows Kenny Stavely and Joellyn Lott of Memorial Hospital and Manor how to use Enterprise Manager, which enables browser-based remote administration of the Toshiba business telephone solution.

Some organizations get their business phone systems from the cloud — a particularly smart choice for those that need real flexibility and prefer a pay-as-you-grow model.  Other organizations have used Toshiba’s VIPedge® cloud-based solution to expand the reach of an existing Toshiba IPedge® premise-based phone system.  It’s easy to use the cloud to add remote users or locations and network them all into a unified, companywide network.

Whether your phone system is all on-premise (IPedge), all in the cloud (VIPedge) or a mix of both, Toshiba’s Enterprise Manager provides an easy-to-use, consistent, browser-based interface to manage the entire company network.

Centralized administration provides many advantages:

  • Simplify tasks and improve productivity by having a consistent and familiar user interface for any deployment type, even across a hybrid network.
  • Maximize system reliability with network-wide monitoring tools.
  • Save time with simultaneous, system-wide IPedge backups instead of individually backing up each system.
  • Reduce administration time and improve accuracy by pushing changes and software upgrades to multiple systems at once.

For on-premise and cloud systems alike, Toshiba’s Enterprise Manager offers features that streamline administration and reduce costs.  For example, accelerate system setup and programming with automated export/import of data through Active Directory Services synchronization.  Make data entry faster and more accurate by importing data from Excel® spreadsheets.  Simplify administration by enabling IT personnel to securely manage the network from virtually anywhere over the Internet.

Whether you have one system or many networked together — on premise or in the cloud — Toshiba’s Enterprise Manager makes it easy to remotely access and manage the entire phone system from a common browser-based interface.  Find out more.

UNIFIED COMMUNICATIONS PRODUCT OF THE YEAR

PrintToshiba’s UCedge Unified Communications solution earns big kudos

Imagine the possibilities with Toshiba’s UCedge® unified communications…

Work from virtually anywhere using personal or business laptops, desktops or mobile devices as a business phone extension.  Connect from up to three devices at the same time, synchronize in the cloud, and view consolidated instant messages and call history from any of the devices.

Be reached with one number, no matter where you are, while displaying only your office phone number in caller ID.  Connect via instant messaging (IM) with colleagues who are busy or on the phone.

Pretty cool, huh?  INTERNET TELEPHONY Magazine thought so and honored UCedge with a 2015 Unified Communications Product of the Year Award.  (Call Manager, our previous-generation UC solution, received this award in 2012.)

We love it when “the IP Communications Authority since 1998™” affirms our development directions — and when they tell 225,000 of their closest friends.

“It gives me great pleasure to honor Toshiba with a 2015 Unified Communications Product of the Year Award for its innovative UCedge application, unified communications solution,” said Rich Tehrani, CEO of the magazine’s parent company, TMC.  “Our judges were very impressed with the ingenuity and excellence displayed by Toshiba in UCedge.”

UCedge is a single application that empowers users to communicate on Windows® and Mac® laptop and desktop computers and Apple® and Android™ smartphones and tablets.  It works with Toshiba’s cloud-based and on-premise phone systems as well as on hybrid networks that include a mix of solution types.  With XMPP federation, unified communications can extend to trusted users on third-party XMPP servers as well.

If you could benefit from the power to communicate how, where and when you want, using your device of choice— desk phone, smartphone, PC or tablet — find out what the award-winning UCedge can offer.

It’s easy to get started.  Licenses for the UCedge client are provided as part of the VIPedge® cloud-based phone service or available as an option for the IPedge® or Strata® CIX on-premise phone systems.  You only need one license, even if you log in from mobile and desktop clients.

For mobile devices with a data plan or Wi-Fi® option, just download the UCedge client from the Google Play™ store (for Android) or the Apple App Store™ (for iPhone®).

A list of the 2015 INTERNET TELEPHONY Product of the Year winners is featured in the March 2015 issue of INTERNET TELEPHONY magazine and online at www.itmag.com.

 To find out more, contact your Authorized Toshiba Dealer today.

 

Making the Case for Advanced Call Routing, Recording and Reporting

Toshiba’s IPedge phone system reduces hold times and communications costs for Buffalo Gastroenterology

“We know how hectic life can be and are committed to making our practice convenient and accessible.”
Buffalo Gastroenterology Associates website home page

From gastroesophageal reflux to colonoscopy, Buffalo Gastroenterology Associates (www.buffalogi.com) of Orchard Park, New York, is equipped to handle the spectrum of gastroenterology needs.


 


 

True to the quote above, the practice’s website includes an online form to easily request an appointment at a preferred date and time.  Yet even with the online reservation option, the practice fields more than 10,000 phone calls per month — about 500 per day.  It needed a new business telephone system that could handle that call volume more effectively — ideally while reducing costs as well.

Michael Groh, vice president of Sales and Marketing for Authorized Toshiba Dealer AT technology Inc. (www.ATtechnology.com), recommended leasing Toshiba’s IPedge® business phone system with contact center capabilities — a strategy that streamlined call handling while saving the practice more than $13,000 per year.

Toshiba’s contact center solution provides a wealth of options for tuning the call answering system for better customer service, shorter hold times and more effective staffing.  For example:

  • Calls can be routed based on a number of factors, such as caller ID, account numbers, private lists, balanced call count, time or date, and user-entered data.
  • Skills-based routing sends calls to the right person to handle the call while priority queuing ensures that the most important calls are answered sooner.
  • During busy periods, callers on hold can hear pre-recorded messages, learn their estimated wait time, or get prompts for other choices, such as going to voice mail or requesting a call-back.
  • Interactive voice response (IVR) gathers and validates caller input, triggers responses, alerts agents when a queue is overloaded, and opens up many creative application opportunities.
  • Calls can be recorded, stored and played back later to monitor customer service and validate the content of conversations.
  • Call center reports let supervisors analyze system and staff performance, activity and status — valuable information for staff planning and patient satisfaction.

Toshiba’s IPedge has improved patient communication for Buffalo Gastroenterology by ensuring that all calls are routed quickly and efficiently to the right person, reducing hold times.

Shorter hold times make for happier callers, but there’s an important economic element as well.  Imagine if hold time can be trimmed by even one minute per call, on average.  For 10,000 calls, that would add up to 166 hours saved — more than four full work weeks per month.  Those numbers are hypothetical, of course, but it dramatizes the value of efficiency in call handling.

Read the full story about how Buffalo Gastroenterology is taking advantage of its IPedge business telephone system at http://www.telecom.toshiba.com/Telephone_Systems_Resources/Success_Stories/pdf/IPedge_success-Buffalo-Gastroenterology-Associates.pdf.

 


Success Story at a Glance

Customer:    Buffalo Gastroenterology Associates

Business:     Medical and health care

Locations:    Orchard Park, New York

Dealer:          AT technology Inc., Tonawanda, New York

Solution:        Toshiba’s IPedge EC business telephone system
Nearly 100 Toshiba IP desk telephones with displays
Toshiba’s Contact Center Solution with reporting and recording
Unified Messaging — One inbox for email, fax and voice messages
Enterprise Manager remote, browser-based administration

Results:        Savings of $13,000 a year through an affordable lease option
Better patient communication through intelligent call routing
Shorter hold times overall while handling 10,000+ calls/month
Easy monitoring of calls, call history and recorded calls
Reports to support better staffing decisions
Fast, easy remote administration by AT technology, Inc.


 

From Analog to Digital to Cloud-based Business Communications

For 30 years, The Fitzgerald Law Firm, P.C. chooses Toshiba’s business phone systems

No one expects bad things to happen when getting medical care or bringing a new baby into the world.  But when substandard medical care occurs, victims and/or their families can suffer long-term consequences that are costly, injurious or possibly life-threatening.  These cases call for medical malpractice specialists.

Lou Powell and Harley Bitman of Precision Interconnect (at left), shown here with James Fitzgerald of The Fitzgerald Law Firm, implemented Toshiba’s VIPedge cloud-based telephone solution, which easily handles the firm’s 10,000 monthly calls.

Lou Powell and Harley Bitman of Precision Interconnect (at left), shown here with James Fitzgerald of The Fitzgerald Law Firm, implemented Toshiba’s VIPedge cloud-based telephone solution, which easily handles the firm’s 10,000 monthly calls.

For 43 years, the attorneys at The Fitzgerald Law Firm, P.C. (www.lawfitz.com) of New York have been there to help.  The Fitzgerald staff and of-counsel attorneys are experienced in handling cases of medical malpractice as well as lead poisoning, automobile and on-premises accidents, and other general liability cases.  The Fitzgerald attorneys have fought for and obtained more than $1 billion in recoveries for their clients.

Results like that require professional and reliable communications with colleagues, clients, doctors, medical experts and court officials.  For more than 30 years, the Fitzgerald attorneys have counted on Toshiba business phone systems to make those connections.  Choosing Toshiba again and again, the firm has migrated over the years from Toshiba’s analog, digital and IP on-premises systems to Toshiba’s VIPedge® cloud-based business telephone solution.

With VIPedge, the features and benefits of Toshiba’s award-winning on-premises IPedge® phone system are available as a monthly subscription service per user.  The central intelligence of the phone system resides on secure servers in a Toshiba-managed data center.  All the firm needs to have on site is a business-quality wide area network (WAN) connection to a service provider, the user endpoint devices (desk phones, mobile phones, receptionist console, etc.), and the local area network (LAN) to connect these devices to the IP network.

“With Toshiba’s VIPedge, we get our calls no matter where we are, whether we are working from home, on our mobile phones, in a meeting or at the office,” said James Fitzgerald, president.  “That mobility is important, because connectivity is critical as our attorneys represent clients off-site daily in Manhattan, the Bronx, Brooklyn, Queens and Staten Island as well as other areas of New York and throughout the United States..”

Because the firm was already a Toshiba customer, all existing IP phones were reused with the new phone system for significant cost savings.

Fitzgerald benefits from the near-instantaneous remote repair and programming support provided for VIPedge by Precision Interconnect. For Fitzgerald, every minute counts because every call counts.” Harley Bitman, vice president of Operations, Precision Interconnect.

Naturally, a primary requirement was for the phone system to protect the confidential and privileged nature of legal communications.  VIPedge meets this requirement, maintaining the firm’s communications on secure server space, segregated from any other customer, in data centers that have rigorous security and redundancy provisions.

Another top requirement was autonomy.  With VIPedge, Fitzgerald staff can program their own phones and options, such as how and when they can be reached and how incoming calls should be treated.  The firm’s network administrators can securely make adds, changes and updates from anywhere they have Internet access.

John Fitzgerald and James Fitzgerald of The Fitzgerald Law Firm with Harley Bitman of Precision Interconnect (standing) worked with Lou Powell, Precision Interconnect’s technician, to implement a system that would enable remote workers to be connected across Toshiba’s VIPedge cloud network.

John Fitzgerald and James Fitzgerald of The Fitzgerald Law Firm with Harley Bitman of Precision Interconnect (standing) worked with Lou Powell, Precision
Interconnect’s technician, to implement a system that would enable remote
workers to be connected across Toshiba’s VIPedge cloud network.

With VIPedge, the firm’s users can:

  • Use their smartphones and tablets as extensions of the Toshiba phone system and have calls follow them wherever they are, even during an outage. Whether staff are at the office, a care facility, the courthouse, traveling or at home, their calls get through with access to the calling capabilities they have at their desks.
  • Easily record calls, then store, organize and review recorded calls, essential for dealing with the many details of critical medical/legal matters.
  • Click from their computers to dial, answer calls, transfer calls, check the status of colleagues before calling them, and send instant messages. The blending of voice with text is ideal for communicating (and documenting) important facts of a case.
  • View, save and share emails, faxes and voice mail in one inbox to save time and avoid missed messages.

 

Today, the cloud-based phone solution processes more than 10,000 calls per month for more than 80 users.  And it can expand on demand, without requiring the firm to buy any more than it needs today.  We call that a best practice.

Find out more about VIPedge at http://www.telecom.toshiba.com/Products/VIPedge-Cloud-Based-Telephone-Solution/.

 

Success Story at a Glance

Customer:    The Fitzgerald Law Firm, P.C.

Business:     Law practice specializing in cases of medical malpractice

Locations:    New York City and vicinity

Dealer:          Precision Interconnect of New York (precisioninter.com)
Authorized Toshiba Dealer since 1995

Solution:        Toshiba’s VIPedge cloud-based business telephone solution
Toshiba’s IP desk phones with displays
Toshiba’s Call Manager unified communications
Toshiba’s mobility applications (follow-me, twinning, etc.)
Unified Messaging – Single inbox for email and voice mail
Enterprise Manager for remote, browser-based administration

Results:        Business phone system for a modest, predictable monthly fee
Better communications for 10,000 calls/month for 80 users
Ability to use smartphones as smart phone system extensions
Text, email, fax and call recording to document conversations
Secure connections via IP networking from virtually anywhere
Self-administration of system features, users and upgrades