Toshiba’s Strata® CIX™ VoIP system supports 80,000 incoming calls each month and has saved NewWave more than $100,000. NewWave operates its main headquarters location as well as 24 retail stores.
Greg Lathum, vice president at NewWave, said, “In choosing a new business telephone system, our goals were to network our 24 retail locations over IP to help save money on telephone service costs. We also wanted a call center with remote agents that would be easy to manage. Very importantly, the system had to be reliable and durable enough to handle 80,000 incoming calls every month.”
ESI.comm, an Authorized Toshiba Dealer for 25 years and also based in Sikeston, Mo., recommended Toshiba’s Strata CIX VoIP systems with IP systems for the company’s headquarters and seven main locations and IP telephones for the smaller locations, all of which would be networked over IP.
Altogether, NewWave has nearly 350 telephones at its 24 retail locations, all of which are networked over IP. The system has a mix of IP and digital telephones at its larger locations. It uses solely IP telephones at its smaller sites and for remote call center agents.
The Strata CIX670 delivers a myriad of applications, including Toshiba’s Strata ACD Call Center Solution, TRACER, TASKE, and eManager® administration program, which enables remote management of the entire telephone system for all locations from the manager’s desktop or laptop computer.
The system also utilizes Toshiba’s Stratagy® ES96 Voice Processing solution in a rack-mount 32-port configuration for voice messaging. All of the other applications, including the Strata ACD Call Center, run on the Toshiba Strata MAS (Media Application Server).
By using Toshiba’s Strata ACD Call Center Solution, NewWave was able to greatly improve the efficiencies of its call center, which has 162 agents.
Using the TRACER application allows NewWave’s six call center supervisors to listen to calls, monitor calls for quality, and improve training.
The supervisors also use the TASKE application for real-time monitoring of the call flow at the call center. They can also run reports using virtually any set of parameters.
Bottom Line: $100,000 Savings by Using IP, Cutting Service Costs and Migrating Existing Equipment.
Toshiba’s Strata CIX IP business telephone system with IP networking across 24 locations has saved NewWave more than $100,000 over buying and networking systems for each location.
By utilizing IP telephones at 17 stores instead of having individual systems, NewWave saved more than $45,000 in system costs and eliminated $59,000 in costs to network each site. Re-using the three existing Strata CIX100 systems and accompanying telephones saved NewWave an additional $24,000. In addition, networking all locations over IP helped reduce monthly long distance service costs by $3,400 per month, resulting in an additional annual savings of $40,800.
Lathum said, “We rely on our Toshiba Strata CIX IP business telephone system to deliver superior customer service and manage thousands of incoming calls every day. Together, Toshiba and ESI.comm have helped us increase the quality of our customer service and improve efficiencies, all while saving us more than $100,000.”
About NewWave Communications
Based in Sikeston, Missouri, NewWave Communications is a leading “triple play” communications provider offering cable television, high-speed Internet, and digital telephone services to its business and consumer customers throughout the South and Midwest. NewWave is a one-stop shop for its customers’ digital communications needs and has 24 communication stores throughout the Midwest and South, including Arkansas, Illinois, Kentucky, Missouri, South Carolina and Tennessee. NewWave was founded in 2003.
About Toshiba America Information Systems, Inc. (TAIS)
Headquartered in Irvine, Calif., TAIS (telecom.toshiba.com) is comprised of four business units: Digital Products Division, Imaging Systems Division, Storage Device Division, and Telecommunication Systems Division. Together, these divisions provide mobile products and solutions, including industry leading portable computers; projectors; imaging products for the security, medical and manufacturing markets; storage products for automotive, computer and consumer electronics applications; and telephony equipment and associated applications.
TAIS provides sales, marketing and services for its wide range of information products in the United States and Latin America. TAIS is an independent operating company owned by Toshiba America, Inc., a subsidiary of Toshiba Corporation. Toshiba Corporation is a world leader and innovator in high technology, a diversified manufacturer and marketer of advanced electronic and electrical products. These products span from information & communications systems; digital consumer products; electronic devices and components; as well as power systems including nuclear energy; industrial and social infrastructure systems; and home appliances. Toshiba was founded in 1875, and today operates a global network of more than 730 companies, with 199,000 employees worldwide and annual sales surpassing US $67 billion (FY 2008).