Toshiba Debuts New Call Recording Solution for IPedge and Strata CIX Business Communication Systems

PRESS RELEASE: Toshiba America Information Systems Inc., Telecommunication Systems Division announced the new recordX call recording solution. Compatible with Toshiba’s IPedge®and Strata® CIX business communication systems, recordX is a powerful yet easy-to-use call recording solution that helps businesses to transform and improve their customer service.

“By recording and reviewing telephone calls, users are able to monitor the quality of customer conversations, evaluate the staff’s performance on calls, verify transactions made during a call and demonstrate call compliance with regulatory guidelines,” said Brian Metherell, vice president and general manager of Toshiba America Information Systems, Inc., Telecommunication Systems Division. “These functions will help make employees more productive, ensure superior customer service, manage legal risk and ultimately help improve business operations.”

Now available nationwide from Authorized Toshiba Dealers, recordX offers innovative features that let users securely record, archive, search, play and share telephone calls.*

Monitor Call Quality – Play, Review and Share Call Recordings

With the recordX call recording solution, users can review recorded calls to ensure that clients are receiving efficient and professional service. Users access call recordings through a simple-to-use, browser-based interface and can review calls visually within the recordX Advanced Media Player. With intuitive playback features, users can listen and make notes for later reviews, convert recordings to WAV or MP3 files to share directly via email or share recordings via Apple® iTunes® or Windows Media® Player. A masking tool can suppress private information prior to sharing, and an Audit tab displays the history of anyone who has listened to or annotated a call recording.

Evaluate Staff Performance and Identify Ways to Improve

Being able to evaluate performance enables managers to identify ways to improve the staff’s telephone and customer service skills. Managers can assess staff performance using the simple Web-based Agent Evaluation tool, creating filters to capture a particular sample of calls, such as with a new employee or from a specific customer.

Calls are scored via a customized questionnaire and then compiled to generate graphical evaluation reports and statistics that help managers track trends and performance and identify areas that require additional staff training or focus. Reports can be emailed as PDF files or saved to a hard drive.

Verify Transactions and Verbal Agreements

Users of recordX can find calls quickly and easily and email an extract of a call to confirm transactions or verbal agreements as well as assist in dispute resolution.

Demonstrate Legal Compliance

With recordX, users can enhance legal compliance and manage risk by monitoring, encrypting and storing critical telephone interactions.

Customizable With recordX Software Development Kit

With the recordX SDK (Software Development Kit), systems integrators can tie in external systems, such as a database or CRM program, for development of customized applications to meet a variety of business needs. Some examples include popping customer details upon receiving a call, automatically adding notes to recordings directly from a third-party application, or initiating start/stop commands to control which part of a phone call to record.

Compatibility

Fully tested and tightly integrated with the latest versions of Toshiba’s IPedge and Strata CIX business communications systems, recordX integrates with popular CRM applications, including Microsoft®, Salesforce®, Act!® and Lotus Notes®.

For more information, view the recordX brochure: http://www.telecom.toshiba.com/Telephone_Systems_Resources/Product_Brochures/pdf/Call-Recording-Data-Sheet.pdf

*Users should review local law regarding recording of calls prior to use of this feature.