Toshiba Enhances Its InTouch Call Center Capabilities to Deliver World-Class Technical Support.IRVINE, Calif.--(BUSINESS WIRE)--March 9, 1998-- New Call Switching Technologies, Voice Response System and Intranet Combine to Increase Toshiba's Call Center Capacity by 300 Percent The Computer Systems Division (CSD CSD Commission on Sustainable Development CSD Serbian Dinar (ISO currency code) CSD Christopher Street Day CSD Circuit Switched Data (Sprint) CSD Computer Science Department CSD Community School District ) of Toshiba America Information Systems Inc. (TAIS TAIS Toshiba America Information Systems, Inc. TAIS Tactical Airspace Integration System (US Army) TAIS Target Architecture and Implementation Strategy TAIS Texas Apiary Inspection Service ) Monday bolstered its customer support capabilities in its InTouch(tm) Center, the hub of Toshiba's global support activities for U.S. based customers. In partnership with EDS (Electronic Data Systems, Plano, TX, www.eds.com) Founded in 1962 by H. Ross Perot (independent candidate for the President of the U.S. in 1992), EDS is the largest outsourcing and data processing services organization in the country. , Toshiba has added state-of-the-art switching technologies and a voice response system to maximize efficiencies in handling customer support calls. The company has also developed a customized intranet to give customer support technicians access to automated technical information to resolve customer support issues in real time. Combined, these new programs and technologies have enabled Toshiba to increase its call center capacity by 300 percent, while reducing hold times. "These new technologies and tools underscore The underscore character (_) is often used to make file, field and variable names more readable when blank spaces are not allowed. For example, NOVEL_1A.DOC, FIRST_NAME and Start_Routine. (character) underscore - _, ASCII 95. our commitment to deliver world-class service and support to all of our customers," said John Larson John B. Larson (born July 22 1948), American politician, has been a Democratic member of the United States House of Representatives since 1999, representing Connecticut's At-large congressional district (map). , vice president of services and support for Toshiba's Computer Systems Division. "The investments are designed to enhance the customer service experience by improving callers' average hold time, first-time call closure rate and average call resolution time. These investments and our continued focus on customer service are key to our service and support strategy and will remain a priority as we continue to grow and expand our product offering." Leveraging Technology for the Total Customer Experience Toshiba's technology investments include the implementation of a network-based, intelligent call routing technology from GeoTel. The new GeoTel system significantly reduces customer wait time by automatically routing callers directly to the appropriate call center. The GeoTel technology enables Toshiba to effectively and efficiently manage a customer's service experience, from the initial call to resolution. Toshiba's voice response system provides customers another option for quick resolution to their technical support inquiries. Since its implementation last year, up to 50 percent of callers to Toshiba's InTouch Center have found quick solutions to questions through Toshiba's easy-to-use customer voice response system. By adding the voice response system and increasing call capacity, Toshiba call center enhancements have reduced the average call hold time significantly and reduced the average call resolution time by 65 percent. With these technological investments, Toshiba's call center metrics exceed industry averages in every category. About Toshiba America Information Systems Inc. Toshiba continues to be the leading vendor in the U.S. market for portable computers with 21.2 percent Q3 market share according to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. International Data Corp. The company offers portable and desktop computing solutions for business customers under the Toshiba brand name. For dealer referral and product literature, call 800/334-3445, or visit the company's World Wide Web site at http://computers.toshiba.com. With headquarters in Irvine and annual sales of approximately $4 billion, Toshiba America Information Systems (TAIS) is composed of nine divisions which manufacture and market a wide range of business and information-oriented products in the United States United States, officially United States of America, republic (2005 est. pop. 295,734,000), 3,539,227 sq mi (9,166,598 sq km), North America. The United States is the world's third largest country in population and the fourth largest country in area. . Products include portable and desktop computers, disk drives, plain paper copiers, facsimile systems, voice mail systems, digital key telephones, toner An electrically charged ink used in copy machines and laser printers. It adheres to an invisible image that has been charged with the opposite polarity onto a plate or drum or onto the paper itself. products, optical fiber modems and digital cameras. TAIS is an independent operating company operating company A business that engages in transactions with outsiders. , owned by Toshiba America Inc., a subsidiary of the $48 billion Toshiba Corp., the sixth-largest electronics and electrical equipment A piece of electrical equipment is a machine, powered by electricity and usually consists of an enclosure, a variety of electrical components and often a power switch. Examples of Electrical Equipment
Conditions under which a firm proposes to sell its goods or services for cash or credit. . Toshiba Corp. is a world leader in high technology products with 303 major subsidiaries and affiliates worldwide. -0- InTouch is a trademark of Toshiba America Information Systems Inc. All prices, specifications and availability are subject to change. All other companies or products mentioned are trademarked and/or registered by their respective companies. CONTACT: The Benjamin Group Inc. Nicole Thome or Donna Kather 714/245-7500 nthome@oc.tbgi.com or dkather@oc.tbgi.com |
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