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TelStrat’s Engage™ Suite Optimizes Contact Center Operations

 TelStrat launches a total solution that combines best-practice product technologies from across the contact center industry  

 Plano, Texas - June 2, 2008 - Following up on the success of its award-winning CallParrot™ Business Call Recording system, TelStrat, a global supplier of enterprise and carrier-class access telecommunications products, today launched the next generation of contact center operation solutions - Engage™ Contact Center Suite. Engage combines the power and technology found in CallParrot with an array of best-practice product technologies from across the contact center industry, yielding an integrated, single-source, total contact center solution. Composed of several targeted components, each piece is designed to augment and enhance the next, so any size organization can start with call recording and add capabilities as growth and needs dictate. Engage blends full-featured voice and screen recording; intuitive agent performance evaluation, tracking and coaching; powerful agent scripting and call automation; and sophisticated workforce forecasting and scheduling. It addresses each major aspect of contact center operations.

"We've recognized our customers' needs and infused our call recording technology, along with other industry-best technologies into Engage," said TelStrat President Kevin Smith. "With multi-site operations and more employees working from home, contact centers' needs have grown beyond call recording. As agent numbers and call volumes increase, operators need additional tools to proactively respond with a consistent, quality message and optimum operational efficiency." 

Engage Contact Center Suite from TelStrat features six components--­Engage Record, Engage Capture, Engage Score, Engage Coach, Engage Assist and Engage Manage. TelStrat enhanced the end-user's benefits by combining the technologies found in proven products used by thousands of agents worldwide. The Engage product suite is designed to benefit any center of contact, whether it's a large telemarketing firm or a small company's support staff.

Engage Record electronically archives customer calls on any phone or conventional radio in a multimedia format that can be reviewed, e-mailed or posted for staff to enhance customer service or resolve legalities.

Engage Capture records the agent's computer screen and plays back on-screen activities along with recorded conversation in a multimedia format. The contact center administrator can monitor customer service quality, build agent training libraries and pinpoint areas of inefficiency.

Engage Score assesses, tracks and evaluates each agent's performance with a consistent and enterprise-wide score. Simple administrative controls allow department supervisors to customize and delegate the evaluation process to suit their preferences and environments.

Engage Coach equips contact centers to drive customer experience consistency with a unique Alignment Index that tracks agent performance against resident experts and enables agents to self-asses their performance on-the-fly. If an opportunity arises for additional training or comments, the supervisor can send "bite-size" tutorials for downtime or electronic popup windows with improvement prompts.

Engage Assist bolsters call agent productivity by providing dynamic, automated scripting and simplifying the agent's desktop into one screen. This Web-based application aids in preventing costly mistakes by automating contact center agents' desktops, freeing them to focus on customer interactions and create a uniform customer experience.

Engage Manage equips administrators to forecast, schedule, monitor and notify on-site or remote staff status in a real-time online interface The Web-enabled component features advanced, industry-recognized, Merlang^®-M forecasting algorithms that include curve mapping and pattern recognition for complete workforce management enterprise-wide. Engage Manage's sophisticated scheduling tool handles complex tasks such as scheduling agents to multiple serving teams, by skill set or talent, and by taking into account time off requests to reduce labor costs. Available enhancements let users tailor their Engage Manage installation with even more sophisticated capabilities.

"We've taken tremendous strides to integrate all of these technologies into a total contact center solution," Smith said. "We had a solid foundation in CallParrot. Now, we've let it spread its wings by integrating it with other best-practice technol­ogies. We think new TelStrat customers will really be pleased and impressed. And our thousands of existing CallParrot users are going to love where they can go from here."™

About TelStrat^®

TelStrat provides communication solutions for enterprise telecommunications environments as well as wireline and wireless access networks. TelStrat's award-winning CallParrot^TM Business Call Recording portfolio enables call center quality monitoring and business liability protection for organizations of virtually any size. The company's latest product, Engage Contact Center Suite, combines the technology in CallParrot with an array of other best-practice product technologies from across the industry. Together, these yield and integrated, single source, total contact center solution. Additionally, the company's innovative PUMA product line unifies the management of access network elements. The PUMA platform allows real-time access and management of virtually every network element, whether local or at the most remote wireline or wireless deployment. Founded in 1993 and headquartered in Plano, Texas, TelStrat has consistently maintained an unsurpassed commitment to customers and their business needs. For more information, visit http://www.telstrat.com.

TelStrat’s Engage™ Suite Optimizes Contact Center Operations