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

 

CLOUD AND ON-SITE BUSINESS PHONE SYSTEMS, WORKING TOGETHER

A hybrid approach brings 12 locations into one unified network for Dixie Plywood and Lumber Company

From left, Susan Speros and Heather Radtke of Speros with Bobby Awtrey and Danny Simmons of Dixie Plywood Co.

From left, Susan Speros and Heather Radtke of Speros with Bobby Awtrey and Danny Simmons of Dixie Plywood Co.

According to the U.S. Census Bureau of the Department of Commerce, construction spending is trending up. The first 10 months of 2014 saw more than $800 billion in construction spending, up nearly 6 percent from the same period in 2013. October 2014 spending (seasonally adjusted) was up 1.1 percent from September 2014 and up 3.3 percent from September 2013. New residences and businesses also increase demand for furnishings and trim.

All of that is very good news for companies like Dixie Plywood and Lumber Company, a wholesale distributor of plywood, lumber, building materials and specialty products to lumber dealers, professional craftsmen and architects/building designers. Celebrating 70 years in business, the Savannah, Ga.-based firm 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 (a Toshiba customer since 1996).

When your primary business is to connect suppliers and buyers — handling more than 100,000 calls per month — the business phone system has to be right. It has to enable all 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.

To meet those needs, Heather Radtke of Speros (www.speros.com) recommended a hybrid solution that integrates cloud-based and on-premises communications from a single vendor. Since the company was already a Toshiba customer and could reuse existing phones with the new system, Toshiba was a natural fit. Dixie’s business phone system now includes:

  • Toshiba’s VIPedge® cloud-based business telephone solution
  • Toshiba’s IPedge® on-premises IP business telephone systems
  • Toshiba’s Call Manager unified communications
  • IPMobility, Call Manager Mobile and Follow Me mobility applications
  • Unified Messaging for a single inbox for email and voice messages
  • Redundancy for disaster recovery
  • Enterprise Manager for browser-based remote administration
Susan Speros of Speros shows Bobby Awtrey how to use Unified Messaging to receive his email and voice messages in a single in-box.

Susan Speros of Speros shows Bobby Awtrey how to use Unified Messaging to receive his email and voice messages in a single in-box.

“Accessibility is essential in our industry,” said Bobby Awtrey, Corporate Director of IT Services for Dixie Plywood. “We stock millions of dollars in inventory for next-day shipping, and we specialize in special orders — everything from the usual to the hard-to-find. Providing the best customer service requires that we have reliable communications at all locations — or from anywhere — all the time.”

Toshiba’s Hybrid Cloud Networking delivers. 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. The blending of voice with text is ideal for communicating (and documenting) complex order details, such as dimensions, engineering specifications, SKUs and prices.
  • Collaborate across locations — spread out from San Antonio to Miami to Charlotte — just as easily as with colleagues in the same building. It’s easier than ever to connect with another site that has the specialty product a customer is seeking or transfer customers to the best site for their needs.
  • 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 around the building, in the warehouse or at a customer’s site, calls get through, along with access to the calling capabilities they have at their desks.
  • View, save and share emails, faxes and voice mail in one inbox to save time and avoid missed messages. When customers are calling to make inquiries, faxing POs and plans, and emailing specifications, managing these diverse communications in one place vastly improves efficiency and customer service.

With VIPedge cloud-based communications, the company’s locations across the southeast now connect much like one location — with easy extension-dialing, a user profile that follows you when visiting other locations, and the ability for sites to provide backup for each other, if necessary. During an outage, calls can be automatically redirected to any other phone number, such as a user’s mobile phone or home phone. Business keeps rolling, even when the power isn’t.

Heather Radtke of Speros helps Danny Simmons of Dixie Plywood Co. take his Toshiba business phone mobile.

Heather Radtke of Speros helps Danny Simmons of Dixie Plywood Co. take his Toshiba business phone mobile.

“Toshiba’s Hybrid Cloud Telephony solution connects our business telephone solutions together so our employees can communicate more effectively with our customers, dealers and each other,” said Danny Simmons, PC and equipment specialist at Dixie Plywood. “With hybrid cloud and on-premises communications, we’re well positioned as we go into our second 70 years in business.”

 

Success Story At a Glance

Customer:    Dixie Plywood and Lumber Company

Business:     Wholesale distributor of plywood, lumber and building supplies

Locations:    Headquartered in Savannah, Ga.
                        12 locations from Texas to Florida to North Carolina

Dealer:          Speros (www.speros.com), Savannah, Ga.
                        Authorized Toshiba Dealer since 1995

Solution:        Toshiba’s IPedge cloud-based business telephone solution
                        Toshiba’s IPedge on-premises IP business phone system
                        Toshiba’s Call Manager unified communications
                        Toshiba’s mobility applications
                        Unified Messaging – Single inbox for email and voice mail
                        Redundancy for disaster recovery
                        Remote, browser-based administration

Results:        12 sites brought into one unified network
                        Improved internal and external communications
                        Survivability during storms and power outages

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

ONE SERVER DOES IT ALL

Full business phone features plus advanced contact center capabilities — all insuccess-stories one compact server

Toshiba’s contact center applications — automatic call distribution (ACD) and reporting — have traditionally been delivered on a dedicated server working with the Toshiba business phone system.  Now, Toshiba’s IPedge® Virtual Server delivers the capabilities of Toshiba’s IPedge business communications system plus contact center capabilities all in one compact server.  This integrated solution makes it simpler than ever to run an efficient and effective contact center.

Linux®based IPedge business communications and Windows®based contact center applications reside on the same server in a VMware® virtual environment.  One server to deploy, one vantage point for system management — for a simpler network, easier administration, easier licensing and lower cost.

IPedge Virtual Server — IPedge Business Communications

Preloaded with advanced features right out of the box

IPedge Virtual Server — Contact Center Features

Fast, efficient and cost-effective customer service for organizations of all sizes

  • Advanced call routing based on caller ID, agent skills, account number, time or date, and more
  • Multiple call distribution methods, such as skills-based, round-robin, and preferred or priority agent
  • Multiple group agent login so agents can answer calls for multiple agent groups
  • Intelligent announcements, informing callers of place in queue, estimated time to answer and more
  • Interactive voice response to gather and validate caller input and trigger predefined responses
  • PC integration to manage calls from a computer, synchronized with your operations, CRM or contact software
  • Reports and wall displays to analyze agent performance, group activity and system status
  • Network ACD to enable multi-site contact centers to work together as one integrated call routing system
  • Multimedia Web callback and chat initiated from the company’s Web site

Get Toshiba’s IPedge Virtual Server for yourself.  It’s easy.

There’s just a single license file, activated once for IPedge, ACD and reporting.  With enterprise-wide, Web-based system administration, your telecom manager can securely monitor and manage all of these applications from one Enterprise Manager interface with one login — from anywhere locally or remotely, using a Web browser.  It is that simple.

THIS HYBRID IS NO MUTT

At the Westminster of cloud computing, Toshiba’s Hybrid Cloud Networking Solution is the Judges’ Top Pick

THIS HYBRID IS NO MUTT

THIS HYBRID IS NO MUTT

“TMC is proud to recognize Toshiba as a leader in the advancement of cloud computing with the 2014 Cloud Computing Product of the Year Award.  Toshiba is honored for its achievement in bringing innovation and excellence to the market.” Rich Tehrani, CEO of TMC, parent company of Cloud Computing magazine

This best-of-breed honor went to Toshiba’s Hybrid Cloud Networking solution, which brings on-premises and cloud-based business phone systems and solutions together into one companywide network that delivers a seamless user and caller experience.

A hybrid approach to business communications reflects a growing reality — that successful organizations of any size may 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.

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

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

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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 Toshiba’s Hybrid Cloud Telephone Solution, you can network up to 128 systems, including one VIPedge® cloud solution and a mix of IPedge® and Strata® CIX systems.  For instance, you can use on-premises IPedge at larger sites or those needing more IP features, on-premises 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.

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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 Telephone Solution can do for you.  It’s available from Authorized Toshiba Dealers nationwide.

For more information, visit:  http://www.telecom.toshiba.com/Products/Telephone-System-Networking/hybrid-cloud.cfm