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Speech Analytics

  • March 24th, 2017

    What Every Contact Center Needs to Know about Desktop Analytics for PCI Compliance

    Written by TelStrat

    Protecting customer records, particularly their payment card information, is critical to business success. According to Business Insider worldwide payment card fraud reached $14 Billion in 2013 of which half was via U. S. cards. Privacy Rights Clearinghouse reports over 500 million sensitive customer data records breached since 2005. Unauthorized access to Social Security and payment…

  • December 15th, 2016

    Advantages of WFO in the Cloud

    Written by TelStrat

    The software-as-a-service (SaaS) subscription model is an increasingly popular alternative to traditional perpetual licensing for cloud-based workforce optimization solutions. Consider the big advantages that make subscribing to a cloud-based solution easy and cost-effective: * Eliminate capital cost: Receive your tailored solution on a subscription plan with only a periodic subscription fee and one-time setup fee…

  • October 19th, 2016

    Six Tips for Improving Contact Handling Quality

    Written by TelStrat

    Every contact center manager is concerned about agents maintaining their service quality standard.  Consider these tips for ensuring your center achieves top-line goals: 1. Monitoring and evaluating agent contact handling can provide great benefits, particularly: improving customer satisfaction (CSAT), lowering average handling time (AHT), increasing first contact resolution (FCR), resolving customer issues quicker, enhancing work…

  • July 20th, 2016

    Podcast – Telecom Reseller Interview with TelStrat at 2016 Cisco Live

    Written by TelStrat

    Doug Green, publisher of Telecom Reseller interviewed Dave Ditmars, TelStrat’s Director of Market Intelligence, at the recent Cisco Lice conference in Las Vegas.  Listen to the replay to learn about growing customer adoption of Cloud technology and upcoming enhancements in TelStrat’s next release of Engage WFO.

  • June 06th, 2016

    Podcast – Telecom Reseller Interview with TelStrat at IAUG/ Avaya ENGAGE 2016

    Written by TelStrat

    Doug Green, publisher of Telecom Reseller interviewed Mike Berlin, TelStrat’s Senior Vice President of Sales and Business Development, at the recent IAUG / Avaya ENGAGE conference in Orlando.  Listen to the replay to learn about trends in the marketplace and what’s new at TelStrat.

  • May 10th, 2016

    The Importance of HIPAA and HITECH Compliance

    Written by TelStrat

    In 2013 the U.S. Department of Health and Human Services (HHS) promulgated a new rule to strengthen privacy and security for health information created by the 1996 Health Insurance Portability and Accountability Act (HIPAA). HHS Secretary Kathleen Sebelius stated that “Much has changed in health care since HIPAA was enacted over fifteen years ago. The new…

  • March 17th, 2016

    Podcast – Telecom Reseller Interview with TelStrat at Enterprise Connect 2016

    Written by TelStrat

    Doug Green, publisher of Telecom Reseller interviewed TelStrat’s Director of Market Intelligence, Dave Ditmars, at the recent Enterprise Connect conference in Orlando.  Listen to the replay to learn about trends in the marketplace and what’s new at TelStrat.

  • March 03rd, 2016

    Weekly Engage WFO Demonstrations Online

    Written by TelStrat

    Join us every Thursday at 2 pm Central Time for a live demonstration of Engage Call Recording and Workforce Optimization.

  • October 05th, 2015

    Videocast – TMC’s On the Road Interview with TelStrat

    Written by TelStrat

    TelStrat’s CTO Dan Carroll explains to TMC’s CEO Rich Tehrani the latest technological innovations of Engage.   Carroll covers hosted multi-tenant implementations in the cloud, interaction analytics using both speech and desktop analytics features as well as a sneak peek on next quarter’s release. View the video

  • May 13th, 2015

    Taking the Guesswork Out of Contact Center Staffing

    Written by TelStrat

    Imagine if instead of using a sophisticated algorithm to produce its search results, Google employed a few employees who had to take search requests manually and scour the Internet for the most relevant websites? Users would wait far longer for results and the ones they got would often be inaccurate or incomplete. So it’s a…