~

~

Careers @ TOTLCOM

Affiliates

Welcome to TOTAL COMMUNICATION SOLUTIONS of California! We are your total information source for quality business communications systems and service. If you are a first time visitor or someone who is considering doing business with us, please feel free to explore. We think you will enjoy our straight forward and comprehensive approach to business.

We are very excited about the new ShoreTel IP Office Systemand very proud to have recently received ShoreTel's Winners Circle Award for our stellar performance, excellent service and support. Plus, be sure to read about our merger with VoicePro of San Ramon, California.

This web site is designed to provide you with current information on today's business telephone systems like Toshiba's new Strata CIX 1200 VoIP System, as well as ShoreTel Enterprise IP technology. In addition, our goal is to provide ongoing resources to help you learn more about the rapid changing technical issues confronting your business in the telecommunications field.

Toshiba Call Center Solutions Offer Key Enhancements to Productivity

Toshiba’s CIX call routing feature routes callers to the agents within 12 ACD groups as selected by the caller in the Automated Attendant menu. The ability to offer a variety of ACD groups ensures that callers get transferred to the appropriate agent in the right ACD group with minimum wait times. Toshiba’s Strata ACD allows for simple set-up of easy-to-navigate menus, making the menu system easier for callers and improving the speed and efficiency of call routing for agents and supervisors.

Call center agents use either Toshiba’s digital desktop telephones or Toshiba Net Phones, depending on the group. The Net Phones are integrated with the companies’ database, so agents have customer files at their fingertips. In addition, Net Phone’s Chat feature allows the agents to instant message with supervisors during a call without the caller ever knowing.

The Strata ACD Call Center Solution’s robust management capabilities ensure that supervisors can monitor the system in real-time, viewing how many calls are in process, in queue, call duration, and calls completed. They can see which agents are logged in and can easily monitor breaks, lunch hours, overlaps, shift changes, and calls that are taking an inordinately long time. Extensive reporting capabilities allow supervisors to staff appropriately and plan for peak periods, thus maximizing resource allocation and productivity as well as delivering the highest level of customer service possible.