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

Toshiba America Information Systems Inc., Telecommunication Systems Division

Toshiba America Information Systems Inc., Telecommunication Systems Division

June 28, 2011 09:00 ET

Toshiba's Call Manager Receives 2011 CRM Excellence Award From Customer Interaction Solutions Magazine

Honored for Helping Clients Improve CRM

IRVINE, CA--(Marketwire - Jun 28, 2011) - Toshiba America Information Systems Inc., Telecommunication Systems Division (Toshiba --, today announced that its Call Manager has won a Customer Interaction Solutions® magazine 2011 CRM Excellence Award. Customer Interaction Solutions has been a leading publication in the CRM, contact center and teleservices industries since 1982.

"We are particularly proud of our CRM Excellence Award for Call Manager as this award is based on the customer's real-life use of the product," said Brian Metherell, vice president and general manager of Toshiba America Information Systems, Telecommunication Systems Division. "Tri-City Cardiology, a multi-site Toshiba customer, implemented Strata Call Manager to their call centers and experienced improvement in both efficiency and productivity."

"The Twelfth Annual CRM Excellence Awards has recognized Toshiba for being a true CRM partner to its customers," said Rich Tehrani, CEO, TMC. "Toshiba has demonstrated to the editors of Customer Interaction Solutions that Call Manager improved the processes of their clients' businesses by streamlining and facilitating the flow of information."

Based on hard data, the CRM Excellence Awards rely on facts and numbers demonstrating the improvements that the winner's product has made in a client's business. Winners were chosen on the basis of their product or service's ability to help extend and expand the customer relationship to become all encompassing, covering the entire enterprise and the entire lifetime of the customer.

The 2011 CRM Excellence Award winners can be found in the May and June 2011 issues of Customer Interaction Solutions magazine.

For more information, please visit

About Tri-City Cardiology

Established in 1980, Tri-City Cardiology is a medical practice that offers comprehensive services for diagnosis, treatment and prevention of heart and vascular disease (cardiovascular disease). Based in Mesa, Ariz., Tri-City has five locations in the Phoenix, Ariz. area, including clinics, administration and billing offices.

Tri-City Cardiology's Challenge:

Ken Frandsen, CEO, identified the need for a business telephone system that would:

  • Expand and enhance the call center capabilities;
  • Effectively handle 14,000 monthly calls, including routing to the right group and person in the call center;
  • Seamlessly network all five locations together to accommodate call center agents across all five locations;
  • Provide reliability for all systems, with redundancy;
  • Allow the company to have a mix of IP and digital telephones on the same system; and
  • Support Tri-City's mission to continually improve service to their patients, physicians and health plans.

Tri-City Cardiology's Solution:

Tri-City turned to Copper State Communications of Phoenix, Ariz. Copper State has been an Authorized Toshiba Dealer for more than 28 years. Joe Radetich, major account executive of Copper State Communications, recommended the Toshiba Strata® CIX™ IP business telephone system and Strata ACD call center solution with Call Manager soft phones to meet Tri-City's needs.

Tri-City Cardiology's Results:

Tri-City Improves Customer Service With Toshiba Business Telephone Systems and Call Center Solutions

Together with Toshiba's Strata CIX and ACD systems, Call Manager has helped Tri-City Cardiology greatly improve its call center efficiency and customer service.

Results include:

  • Improved call center efficiencies, including call handling and management, recording, reporting, and more, which has helped reduce call center agent turnover;
  • Enhanced call routing, recording, and reporting for the call center, resulting in improved customer service;
  • Reliability and redundancy to ensure business continuity; and
  • Increased cost savings, including the ability to accomplish more with fewer people through the efficiencies in the call center, thus saving thousands of dollars.

About Call Manager

Toshiba's Call Manager gives enterprise and SMB users a highly effective unified communications solution that delivers the capabilities they want in a friendly graphical user interface, including a flexible, easy-to-use ribbon GUI, button flexibility, fully featured call control, presence viewer, IM chat and more.

Features include:

  • Fully featured call control with a flexible, easy-to-use ribbon graphical user Interface based on the Microsoft® Fluent™ User Interface that makes it easy to use and manage;
  • GUI flexibility and button customizability that can be programmed for a variety of functions;
  • Presence Viewer to display the status of other users;
  • Instant Messaging/Chat features;
  • Desktop call control from the PC;
  • Customized call handling, which gives users the ability to drag and drop incoming calls to either voicemail or another extension;
  • Outbound dialing from virtually any application, including Microsoft Outlook®, Act!®, and Tigerpaw®; and
  • CRM integration with screen pops with many popular CRM programs, including Act!, Tigerpaw, and®, giving users the ability to integrate their call management with their CRM applications of choice and enjoy screen pops and other integration benefits.

For more information, visit:

To find an Authorized Toshiba Dealer, visit

About Customer Interaction Solutions
Since 1982, Customer Interaction Solutions (CIS) magazine has been the voice of the call/contact center, CRM and teleservices industries. CIS magazine has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, Customer Interaction Solutions strives to continue to be the publication that holds the quality bar high for the industry. Please visit

About TMC
TMC is a global, integrated media company helping clients build communities in print, in person, and online. TMC publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, NGN and InfoTECH Spotlight magazines., which is read by two million unique visitors each month, is the leading source of news and articles for the communications and technology industries.

TMC is the producer of ITEXPO, the world's largest and best-attended IP Communications event. ITEXPO West 2010 was ranked #3 on Trade Show Executive's Fastest 50 Award List. TMC expects to accelerate ITEXPO West's growth by bringing the show to Austin, one of the fast-growing technology hubs in the country. In addition, TMC runs multiple industry events: 4G Wireless Evolution; Smart Grid Summit; M2M Evolution; Cloud Communications Expo; SIP Tutorial; VIPeering; Business Video Expo; Regulatory 2.0 Workshop, DevCon5: The HTML5 Development Conference;CVx; Digium|Asterisk World; StartupCamp; MSPAlliance, MSPWorld and more! Visit TMC Events for a complete listing and further information.

For more information about TMC, visit

About Toshiba America Information Systems, Inc. (TAIS)
Headquartered in Irvine, Calif., TAIS is comprised of four business units: Digital Products Division, Imaging Systems Division, Storage Device Division, and Telecommunication Systems Division. Together, these divisions provide digital products, services and solutions, including industry-leading portable computers; televisions, TV/DVD Combination products, Blu-ray Disc and DVD products, and portable devices; imaging products for the security, medical and manufacturing markets; storage products for automotive, computer and consumer electronics applications; and IP business telephone systems with unified communications, collaboration and mobility applications. TAIS provides sales, marketing and services for its wide range of products in the United States and Latin America. TAIS is an independent operating company owned by Toshiba America, Inc., a subsidiary of Toshiba Corporation.

About Toshiba
Toshiba is a world leader and innovator in pioneering high technology, a diversified manufacturer and marketer of advanced electronic and electrical products spanning digital consumer products; electronic devices and components; 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 490 companies, with 203,000 employees worldwide and annual sales surpassing 6.3 trillion yen (US$77 billion). Visit Toshiba's web site at

© 2011 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.

Contact Information

  • Toshiba PR Contact:
    Teri Sawyer
    Email Contact

    TMC Contact:
    Jan Pierret
    Marketing Manager
    203-852-6800, ext. 228
    Email Contact


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