Available Enhancements
Available enhancements to the Engage Suite from TelStrat can be incorporated seamlessly into your organization. If you have a specialized need that is not covered below, we welcome you to leverage our expertise in this field to your benefit.
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Engage Record Enhancements
Increase your Engage Record capabilities with even more tools to handle specialized recording needs or simplify operations.
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Centralized Recording Management:
Designed to save users from managing each server individually, this application allows user functions and commands to span across multiple servers in tandem. Centralized Management Suite is a must for any multi-server environment--eliminating the need to log in to each server individually for administrative or standard usage purposes.
Recorded Call Reporting:
Continuously improve contact center quality by pinpointing call tendencies and trends. Supervisors can also leverage reports to assess skill sets and training needs, gauge individual customers' support needs, track overall call performance, and determine peak call volumes in order to staff accordingly.
Radio Handset Recording:
The radio recording suite makes capturing communications held with radio handset users as simple as recording on telephones. Designed to capture each radio conversation independently, this enhancement to a standard Engage system provides organizations with a log of individual radio exchanges.
Engage Manage Enhancements
Increase your Engage Manage capabilities to have even more Workforce Management power at your fingertips. Optimizing your operation has never been so easy and paperless.
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Automated/Distributed Workforce Management:
A single centralized workforce management server allows processing of intensive operations such as forecasting and scheduling to be distributed between more than one server, yet managing the running offices in different locations and time zones can be managed through one server.
Agent Web Access Application:
Agents have the power to request time-off or other routine schedule related tasks taking the burden away from the supervisor. Or upgrade either Engage Manage or Agent Web Access with two additional plug-ins.
Additional Plug-ins:
The Agent Adherence plug-in monitors each agent’s state on the screen, such as incoming call, after call work, available, late start, improper activity, and early finish. Each agent’s status is highlighted in a colorful format to alert you of a possible problem. The Overtime Planning plug-in reports on your company’s overtime adherence.
Agent Notification Application:
Supervisors can notify agents of schedule changes, requests, and adherence issues in a three-simple formats—ticker, popup, or tray modes.
Spreadsheet Reporting Application:
Report on virtually any call center data the way you want using your own custom spreadsheet templates.
Engage Manage Enhancements Datasheet