Products

• Overview
• Engage Record
• Engage Analyze
• Engage Capture
• Engage Score
• Engage Coach
• Engage Manage
• Engage Compatibility
• Engage Enhancements
• Engage Paging Products

Engage Call Recording, Quality Monitoring, & Workforce Optimization Product Overview

Contact centers are continuously being challenged to optimize the customer experience while reducing operating expense. TelStrat's Engage Call Recording, Quality Monitoring, & Workforce Optimization Suite can help you achieve your goal in the call center or for your business needs with full featured sophisticated capability that is surprisingly affordable.

TelStrat's Engage Call Recording, Quality Monitoring, & Workforce Optimization Solution provides contact center managers with the tools they require to meet whatever challenges they are faced with, including the capability to:

• Meet regulatory or corporate mandated compliance requirements, including PCI compliance and call encryption
• Ensure that contact center agents represent your company in the best possible way.
• Minimize costs and increase productivity
• Reduce customer hold times and abandoned calls
• Train agents to be more proficient on their calls
• Get the right agent on the call
• Quickly and easily retrieve important calls
• Search calls for trends that affect your business

Engage Record makes it easy to record and retrieve calls, whether calls are recorded for compliance purposes or for agent quality monitoring.  All calls can be recorded, or calls can be selectively recorded based on a number of criteria, or calls can be recorded on demand by pressing a "record" button on the phone.

Engage Capture allows agent screen capture for every transaction, and combines the video of the agent's screen with the voice recording for playback or download as a standard video file, making it easy to review the entire customer experience.

Engage Score provides a simple to use agent evaluation and rating scorecard with broad weighting capability to pinpoint agent deficiencies for evaluation and improvement.

Engage Coach provides full featured agent evaluation with performance management, and adds sophisticated coaching and e-learning capabilities to help managers coach and train their agents for continuous improvement and conformance to corporate requirements.

Engage Analyze provides powerful speech analytics capability providing the tools for managers to quickly identify the source of unusual call activity or to help evaluate a campaign's effectiveness by searching for key phrases.

Engage Manage provides sophisticated forecasting and agent scheduling capability to reduce customer hold time and abandoned calls while minimizing contact center costs by consistently having the right number of the right agents available at all times.

Engage Quality Monitoring Package combines Engage Record, Engage Capture, and Engage Coach into a single package to provide a complete quality monitoring capability for the sophisticated contact center.

The complete Engage Workforce Optimization Solution combines the Engage Quality Monitoring Package with Engage Manage and Engage Analyze to provide the ultimate set of capabilities to optimize your contact center.

Each Engage component can be purchased separately, allowing contact center managers to purchase only the capability required at the moment, knowing that additional capability can be added in the future when required.

Backed by a company with more than 17 years of experience, 1700 customers, 200 resellers worldwide, and a service and support organization second to none, TelStrat's Engage Suite provides call center managers all of the sophisticated tools necessary to optimize their workforce at a reasonable cost of ownership.