Toshiba Upgrades UCedge for the Contact Center

IRVINE, Calif., June 2, 2016 /PRNewswire/ -- Toshiba America Information Systems, Inc., Telecommunication Systems Division, today announced a powerful new update to its UCedge® client software that runs on Android™ and iOS® smartphones and tablets and Windows® and Mac® OS X® computers. UCedge 2.5 adds new capabilities for the contact center environment, including the option for agents and supervisors to log into the contact center and manage customer calls using mobile devices. 

Available through Authorized Toshiba Dealers, UCedge is compatible with Toshiba's VIPedge® cloud-based business telephone solution, IPedge® on-site Unified Communications system and Strata® CIX systems with an IPedge Application Server, all networking compatible within Toshiba's Hybrid Cloud solution.  The UCedge agent and supervisor features require the Toshiba Contact Center Solution running with one or more of these networked Toshiba telephone systems.

"In addition to a full suite of UC capabilities, the latest version of UCedge software adds features that specifically benefit the contact center environment," said Brian Metherell, vice president and general manager of Toshiba America Information Systems, Inc., Telecommunication Systems Division. "Through the UCedge client's built-in softphone, agents and supervisors can now manage customer calls and their own settings from anywhere, along with a number of key contact center functions."

With the UCedge client and built-in softphone installed on a smartphone, tablet, PC or Mac computer, agents and supervisors can take calls from virtually anywhere. Supervisors can see the group status and communicate with agents through instant messaging. Agents and supervisors can also pair the UCedge client with a Toshiba desk phone to conveniently initiate dialing via computer or mobile device.

Key UCedge Contact Center Features Include:

• Agent/Supervisor Login — login to all or selected groups
• Agent Status Change — set up automatic status changes when on a call
• Call Handling — manage calls, including after-call wrap-up
• Call Notes — input notes for later review
• Broadcast — send important notifications to all ACD group members at once
• Real-time Display — view calls in queue, wait times and status of group agents
• Warning — receive warning messages and tones according to defined criteria
• Agent Help — send help calls or instant messages to supervisors or other agents
• Supervisor Monitor — monitor calls for quality assurance or agent evaluation

UCedge Benefits for Business Users and Owners
The new contact center capabilities build upon the full suite of UC capabilities already available with the UCedge client software, which enable any user to use a mobile device, laptop or desktop computer as a business phone extension. Users can take advantage of single-number reach in or out of the country, share presence and exchange IMs even with federated external users and access consolidated call and IM history information from multiple devices via the cloud-based Google Drive™ service. Click here for a complete list of UCedge benefits.

Compatibility & Licensing
Toshiba's new UCedge R2.5 brings the power of unified communications and mobility to users of VIPedge cloud-based business communications solution, IPedge EM, EC and EP business communications systems and Toshiba's Hybrid Cloud solution as well as Strata CIX phone systems with an IPedge Application Server. The latest contact center functionality is part of the UCedge Advanced full feature set, which is included with every VIPedge user seat at no extra cost or as an affordable license for IPedge users.

UCedge client software runs on Android and iOS smartphones and tablets and Windows and Mac OS X computers.

To find out more, contact an Authorized Toshiba Dealer at www.telecom.toshiba.com.

UCedge Downloads
For Windows and Mac computers: 
click here

For Android devices: 
click here

For Apple iPhone and iPad devices: 
click here

About Toshiba America Information Systems, Inc.
Telecommunication Systems Division (TSD)
Toshiba America Information Systems, Inc., Telecommunication Systems Division is one of the six business units of Toshiba America Information Systems, Inc. (TAIS) and offers business communication solutions for SMB enterprises and enterprises with multi-site or regional locations. Toshiba's VIPedge cloud-based business telephone solution supports up to 500 users, and the IPedge and Strata CIX systems support from 8 to 1,000 users and offer Voice over IP, voice mail and unified messaging, conferencing and collaboration, unified communications applications, networking, mobility and more. Together with Toshiba's PCs, tablets, copiers, and surveillance video cameras/recorders, Toshiba's Telecommunication Systems Division helps enterprises maximize business efficiency in communications and mobility. Headquartered in Irvine, Calif., TAIS is an independent operating company owned by Toshiba America, Inc., a subsidiary of Toshiba Corporation.  For more information, visit www.Telecom.Toshiba.com. 

About Toshiba
Toshiba Corporation, a Fortune Global 500 company, channels world-class capabilities in advanced electronic and electrical product and systems into three focus business fields: Energy that sustains everyday life, that is cleaner and safer; Infrastructure that sustains quality of life; and Storage that sustains the advanced information society. Guided by the principles of The Basic Commitment of the Toshiba Group, "Committed to People, Committed to the Future," Toshiba promotes global operations and is contributing to the realization of a world where generations to come can live better lives.

Founded in Tokyo in 1875, today's Toshiba is at the heart of a global network of 550 consolidated companies employing 188,000 people worldwide, with annual sales surpassing 5.6 trillion yen (US$50 billion) (As of March 31, 2016).
To find out more about Toshiba, visit www.toshiba.co.jp/index.htm.

For additional information, or to purchase Toshiba telecommunication products, visit http://www.telecom.toshiba.com for an Authorized Toshiba Dealer.

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© 2016 Toshiba America Information Systems, Inc.  All rights reserved.  All product, service and company names are trademarks, registered trademarks or service marks of their respective owners.   Information including, without limitation, product prices, specifications, availability, content of services, and contact information is subject to change without notice.

Toshiba PR Contact:                                   
Teri Sawyer, T&Co.                                                             
714-801-1687                                                                      
[email protected]                      

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SOURCE Toshiba America Information Systems, Inc., Telecommunication Systems Division

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