Development of Toshiba call center system using CTI technology

摘要

Companies have been rapidly constructing call center systems (customer information bureaus) since the enactment of the Product Liability Law in 1995. Although the points of such systems being highlighted by each company vary, their objectives canbe summarized as the following three: increased operating efficiency, improved customer satisfaction, and effective practical use of customer data.The call center system developed by Toshiba has a configuration with computer-telephony integration (CTI) technology at the core, and realizes the concepts of prompt business support, optimum service to customers, and the accumulation of information thatcan create future value.