Toshiba Upgrades UCedge for the Contact Center
Toshiba America Information Systems, Inc., Telecommunication Systems Division, today announced a powerful new update to its UCedge® client software that runs on Android™ and iOS® smartphones and tablets and Windows® and Mac® OS X® computers. UCedge 2.5 adds new capabilities for the contact center environment, including the option for agents and supervisors to log into the contact center and manage customer calls using mobile devices.
Available through Authorized Toshiba Dealers, UCedge is compatible with Toshiba's VIPedge® cloud-based business telephone solution, IPedge® on-site Unified Communications system and Strata® CIXsystems with an IPedge Application Server, all networking compatible within Toshiba's Hybrid Cloud solution. The UCedge agent and supervisor features require the Toshiba Contact Center Solution running with one or more of these networked Toshiba telephone systems.
"In addition to a full suite of UC capabilities, the latest version of UCedge software adds features that specifically benefit the contact center environment," said Brian Metherell, vice president and general manager of Toshiba America Information Systems, Inc., Telecommunication Systems Division. "Through the UCedge client's built-in softphone, agents and supervisors can now manage customer calls and their own settings from anywhere, along with a number of key contact center functions."
With the UCedge client and built-in softphone installed on a smartphone, tablet, PC or Mac computer, agents and supervisors can take calls from virtually anywhere. Supervisors can see the group status and communicate with agents through instant messaging. Agents and supervisors can also pair the UCedge client with a Toshiba desk phone to conveniently initiate dialing via computer or mobile device.
Key UCedge Contact Center Features Include:
- Agent/Supervisor Login — login to all or selected groups
- Agent Status Change — set up automatic status changes when on a call
- Call Handling — manage calls, including after-call wrap-up
- Call Notes — input notes for later review
- Broadcast — send important notifications to all ACD group members at once
- Real-time Display — view calls in queue, wait times and status of group agents
- Warning — receive warning messages and tones according to defined criteria
- Agent Help — send help calls or instant messages to supervisors or other agents
- Supervisor Monitor — monitor calls for quality assurance or agent evaluation
UCedge Benefits for Business Users and Owners
The new contact center capabilities build upon the full suite of UC capabilities already available with the UCedge client software, which enable any user to use a mobile device, laptop or desktop computer as a business phone extension. Users can take advantage of single-number reach in or out of the country, share presence and exchange IMs even with federated external users and access consolidated call and IM history information from multiple devices via the cloud-based Google Drive™ service. Click here for a complete list of UCedge benefits.
Compatibility & Licensing
Toshiba's new UCedge R2.5 brings the power of unified communications and mobility to users of VIPedge cloud-based business communications solution, IPedge EM, EC and EP business communications systems and Toshiba's Hybrid Cloud solution as well as Strata CIX phone systems with an IPedge Application Server. The latest contact center functionality is part of the UCedge Advanced full feature set, which is included with every VIPedge user seat at no extra cost or as an affordable license for IPedge users.