OKI Networks Enhances Functions for its Contact Center System, "CTstage® 5i" Enabling Enterprises to Optimize Resources
TOKYO, June 30, 2009 -- OKI Networks, a subsidiary of OKI Electric Industry (TSE: 6703) that designs and manufactures telecommunication products, today announced it has significantly enhanced the functionality of its latest contact center system, "CTstage® 5i." Responding to the resource optimization needs of enterprises, OKI Networks has included software phone and thin client capabilities and has improved basic systems such as management and statistics functionalities. These enhancements help reduce the costs of system installation and the total cost of ownership while also improving business efficiency.
"The main advantage of 'CTstage' is the flexibility it offers by adopting an open architecture on its server for quick response to various customer needs and changes in business environments. Thus, the series has been used by many customers, enabling it to hold the top share in Japan's contact center market," said Masasuke Kishi, President of OKI Networks. "We are pleased to add more functions to the 'CTstage 5i' that can help enterprises to optimize their resources. We will continue to promote the integration of voice networks in enterprises and will enhance 'CTstage' functionalities, responding to market trends in a timely manner."
Contact centers become more important to companies as the focal point for customer contact. As such operations become more diverse and sophisticated, securing the human resources necessary for operation has been a serious issue for some companies. In addition, companies are looking for an architecture that is flexible, so as to flexibly allocate operators and servers in multiple locations to secure business continuance during disasters and to accommodate changes in operators' work styles such as working at home or at satellite offices or even off-shore.
Responding to such needs, OKI Networks now offers software phone and thin client capability in the "CTstage 5i." OKI Networks' software phone "Com@WILL®" has a strong track record in the IP-PBX field with its high voice quality, and now, by enabling software phone and thin client for "CTstage 5i," companies can use them at multiple locations, offering flexible operation. OKI Networks has also made improvements in operator management tools and reporting functionality to make it easier for managers to operate contact centers. Furthermore, OKI Networks has significantly increased the time to record phone conversations by compressing recorded files and has reduced operators' load by improving the IP telephone device operability.
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The newly enhanced functions of "CTstage 5i" include the following:
- Enables software phone
- Offers high voice quality
By including OKI's Com@WILL, known for its strong track record in the IP-PBX field and quality, "CTstage 5i" now offers high voice-quality conversations.
- Offers API for voice recording on software phone
With the conversation recording API on the client PC, operators can record conversations flexibly that link with various applications.
- Offers high voice quality
- Compatible with thin client
- Reduces installation costs
The thin client is compatible with the blade PC-type, which has high compatibility with client software and minimizes the labor of upgrading and evaluating applications. The traffic between the blade PCs and the thin client only requires operations of the mouse and keyboard and display of data, making it easier to design the network when using software phones. Thus, users can reduce the time and cost required to evaluate and design systems as well as the cost to install.
- Reduces total cost of ownership
Blade PCs are consolidated in the server room, enabling users to manage and operate most of the system in the server room. Because there are no motor-driven devices, such as hard disks and fans in the thin client, the failure rate decreases dramatically and the thin client excels in quietness. Because it is attached to the operator's monitor and uses only a small space, the thin client can be easily moved or changed, which makes it easier to be operated at other locations such as home, satellite offices or even offshore. In addition, by simplifying the server centralized management as well as the equipment at remote bases, users can reduce the total cost of ownership.
- Reduces installation costs
- Offers enhanced statistical tools for management
- An improved operator/ manager tool
"Contact Center Monitor" is a tool for managers to improve usability through enhanced features such as identifying display category by color, enabling customization through GUI, displaying by groups, percentage displays for graphs, etc. In addition, many improvements to make the managers' work more efficient are included, such as the ability to speak with multiple operators at once through alarm notification, pop up function that indicate passing alarm conditions, etc.
- Improved reporting functions
To obtain reports that are more versatile, users can select their report to be displayed by groups, individual summary, summary term default settings, etc.
- An improved operator/ manager tool
- Others
- Enables Microsoft® Windows Server® 2008
- Enables Microsoft® SQL Server® 2008
- Enables compression codec (G.729)
- Significantly increases voicemail recording time by compressing files
- Improves usability for IP phone devices, etc.
Image of CTstage with thin client and software phone
About CTstage®
OKI launched the CTstage in 1996 as a CTI (Computer Telephony Integration) system to converge computer and telephony. Ever since its launch, over 6,500 cumulated sets were sold (as of March 2009), being installed and operated in various markets as the No.1 contact center system, in market share, in Japan. In November 2006, OKI launched CTstage 5i, with enhanced durability and expandability. For more information please go to:http://www.oki.com/en/ctstage/
About Oki Electric Industry Co., Ltd.
Founded in 1881, Oki Electric Industry Co., Ltd. is Japan's first telecommunications manufacturer, with its headquarters in Tokyo, Japan. OKI provides top-quality products, technologies and solutions to its customers through its info-telecom system business and printer business. All businesses function as a collective force to create exciting new products and technologies that satisfy a spectrum of customer needs in various markets. Visit OKI's global web site at http://www.oki.com/.
About OKI Networks Co., Ltd.
Established on October 1, 2008, OKI Networks is a company that spun-off from OKI Electric to focus on the sales, marketing, product planning and development of OKI's telecommunication products. Located in Tokyo, Japan, OKI Networks currently has approx. 610 employees.
- CTstage is a registered trademark of Oki Electric Industry Co., Ltd. in Japan, China and other countries.
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