Michelle Kaiser, vice head ?f Information Systems f?r BMI, identified th? need f?r a business telephone system th?t w????: Provide BMI?s client companies w?th highly effective ?n? quality relationship management services; Resolution th? need f?r organizational efficiency ?n? productivity ?n? support BMI?s profitability; Meet strict government regulatory compliance requirements; Effectively handle th? 13,000+ monthly incoming calls; Increase call focal point efficiency b? improving call handling, routing ?n? reporting; Provide th? ability t? add remote call focal point agents f?r a low cost; Allow f?r custom call focal point reporting; Increase customer benefit surrounded b? th? call focal point; ?n? Provide 24/7 reliability, w?th zero down time.
In recognizing th??? needs Kaiser turned t? Nex-Tech, ?n Authorized Toshiba Dealer located ?n Hays, Kan. Nex-Tech h?? b??n ?n Authorized Toshiba Dealer f?r more th?n five years. M?rk St. Peter, sales representative ?t Nex-Tech, recommended Toshiba?s Strata CIX IP business telephone system ?n? Strata ACD call focal point solution f?r BMI?s robust needs.
Solution: Strata CIX Exceeds BMI?s Goals Installed b? Nex-Tech, BMI h?? a Toshiba business telephone system th?t consists ?f: A Strata CIX670 business telephone system ?t th? BMI headquarters ?n F?nt??t?? Bend, Kan.; 20 IP phones connected via Strata Net over fiber ?t BMI?s second ????? 100 digital telephones ?t th? F?nt??t?? Bend headquarters, plus Toshiba?s Strata Call Manager software f?r ??? call focal point agents; Additional IP phones t? support remote workers; A total ?f 96 digital station ports ?n? 16 IP trunks; Strata ACD Call Focal point solution w?th TASKE reporting ?n? OAISYS? Tracer recording solutions; Strata MAS w?th Auto Attendant ?n? Centralized Voice Mail; ?n? Network eManager? f?r remote management ?f ??? systems.
?O?r Toshiba telephone system works f?r ?? ?n? accommodates ??r needs ? w? don?t h??? t? accommodate ?t. It?s a work horse ?n? ???? wh?t w? need ?t t? ??, reliably ?n? efficiently,? ???? Kaiser.
Result #1: Helps BMI Meet Regulatory Compliance Requirements W?th th? government?s ???r-changing ?n? increasingly strict reporting requirements f?r third-party administers ?f benefits, BMI m??t b? ?b?? t? provide detailed, custom call focal point intelligence. W?th healthcare reform, th? requirements h??? b? converted ?nt? even more stringent. Utilizing Toshiba?s Strata ACD Call Focal point w?th TASKE reporting ?n? Tracer recording solutions, helps BMI meet ?t? mandated regulatory compliance.
Call focal point improvements include being ?b?? t? report ?n call logs b? type ?f call, call log codes, routing t? agent based ?n type ?f call, prompts t? th? user, ?n? more. BMI uses call recordings m??? using th? OAISYS Tracer solution f?r compliance ?? well ?? agent training. Having th? call recordings improves training f?r both n?w ?n? existing employees ?n? helps resolve issues related t? benefits management.
Result #2: Improved Call Focal point Efficiencies BMI h?? call focal point agents ?t two locations: th? company headquarters ?n F?nt??t?? Bend, ?n? BMI Campus 2 ???? located ?n F?nt??t?? Bend. Using Strata ACD, agents ??n easily log ?nt? th??r groups, m?k?n? ?t efficient f?r BMI t? hire remote agents wh?n th? need arises.
BMI h?? a total ?f 18 call focal point groups w?th 44 ACD sub-groups th?t ?r? manned b? 74 agents ?n? seven supervisors. Seventeen groups ?r? set up t? handle specific government pools. A separate commercial group handles calls f?r th? non-government customers.
Using Strata Call Manager, agents h??? th? customer information th?? need ?n th??r screens ?n? ??n easily call f?r h??? fr?m a supervisor using th? ?Chat? function f?r second messaging.
More th?n 13,000 calls ?? through th? BMI telephone system ???r? month, w?th peaks ?f 16,000 calls per month during renewal periods. Th? Strata ACD system helps BMI agents more efficiently take care ?f th??r customers, helping BMI meet compliance requirements.
Result #3: Seamless Networked Environment Utilizing Toshiba?s Strata Net IP networking solution, BMI ?? ?b?? t? seamlessly network ?t? Strata CIX670 business telephone system w?th ?t? main ????? ?t F?nt??t?? Bend ?n? th? second remote call focal point agents using Strata Call Manager. Th?? centralized system allows f?r a centralized call focal point ?n? centralized voice mail ??r??? ??? locations.
Th? F?nt??t?? Bend ????? ???? h?? data focal point replications f?r system redundancy, a requirement f?r BMI?s government regulatory compliance.
Four-digit dialing linking locations ???? helps increase internal communication ??n?? th? system ?? fully networked ??r??? th? sites.
Bottom Line: BMI Meets Compliance Regulations ?n? Improves Call Focal point Efficiencies W?th Toshiba IP-PBX Th? n?w Strata CIX telephone systems h??? h????? BMI meet ?t? communications objectives, including: More efficiently ?n? effectively meeting government regulatory compliance requirements; Doing more w?th ?t? call centers, including improving call handling ?n? routing, custom reporting, call recording, ?n? utilizing th? Chat feature linking supervisors ?n? agents; ?n? Improving th? customer encounter f?r ?t? callers ?? th?? more quickly route t? agents wh? h??? th?m w?th vital information ?n-screen using Strata Call Manager.
?Thanks t? Toshiba ?n? Nex-Tech, w? w?r? ?b?? t? significantly increase ??r call focal point capabilities, meet government regulatory compliance requirements, ?n? give ??r customers th? best possible customer benefit encounter,? Kaiser ????.
F?r ?n Authorized Toshiba Dealer, visit: www.telecom.toshiba.com Ab??t Benefit Management Inc. (BMI) Benefit Management Inc. (BMI) provides customized, high-quality health benefits administration programs t? self-insured companies, association diplomacy, ?n? disorder high-risk pools nationwide. Based ?n F?nt??t?? Bend, Kansas, w?th additional offices ?n Overland Park, Kansas, BMI ?? one ?f th? Midwest?s leading third-party administrators w?th a reputation f?r flexibility, innovative services, ?n? outstanding customer benefit. BMI currently administrates benefits f?r ?b??t 45,000 members nationwide. Benefits post include healthcare, life insurance, dental ?n? vision diplomacy. It? self-insured clients range fr?m small employers w?th a single ????? t? national employers w?th multiple work sites ??r??? th? country. BMI ?? th? leading third-party administrator ?f benefits services f?r disorder high-risk pools ration Kansas, Iowa, Alaska, Washington ?n? N?w Hampshire. It ???? manages diplomacy f?r retail businesses, universities ?n? colleges ??r??? th? United States ?n? h?? participants ?n ???r? disorder.
Visit: http://www.bmikansas.com/ Ab??t Toshiba America Information Systems Inc. (TAIS) Headquartered ?n Irvine, Calif., TAIS ?? comprised ?f four business units: Digital Products Division, Imaging Systems Division, Storage Device Division, ?n? Telecommunication Systems Division. Together, th??? divisions provide mobile products ?n? solutions, including industry-leading portable computers; televisions, TV/DVD Combination products, Blu-ray Disc ?n? DVD products, ?n? portable diplomacy; imaging products f?r th? security, medical ?n? manufacturing markets; storage products f?r automotive, computer ?n? consumer electronics applications; ?n? IP business telephone systems w?th unified communications, collaboration ?n? mobility applications. TAIS provides sales, marketing ?n? services f?r ?t? wide range ?f products ?n th? United States ?n? Latin America.
TAIS ?? ?n independent operating company owned b? Toshiba America, Inc., a subsidiary ?f Toshiba Corporation. Toshiba ?? a world chief ?n? innovator ?n pioneering high technology, a diversified manufacturer ?n? marketer ?f advanced electronic ?n? electrical products spanning information & communications systems; digital consumer products; electronic diplomacy ?n? components; power systems, including nuclear energy; industrial ?n? social infrastructure systems; ?n? home appliances. Toshiba w?? founded ?n 1875, ?n? today operates a global network ?f more th?n 740 companies, w?th 204,000 employees worldwide ?n? annual sales surpassing 6.3 trillion yen (US$68 billion). F?r more information ?n Toshiba?s leading innovations, visit th? company?s Web site ?t www.toshiba.com.
? 2011 Toshiba America Information Systems Inc. A?? civil rights reserved. A?? product, benefit ?n? company names ?r? trademarks, registered trademarks ?r benefit m?rk? ?f th??r respective owners. Information including, without limitation, product prices, specifications, availability, m?k? ??????? ?f services, ?n? friend information ?? subject t? change without notice.
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