Workforce Optimization Software
for Powerful Customer Engagement
Improve performance. Increase satisfaction. Maximize profit.
Happy customers are keys to success in every enterprise. That’s why TelStrat brings you Engage WFO™ software solutions for contact center call recording, quality management, analytics, and workforce management. It’s the contact center call recording solution that helps optimize customer experience and create loyalty that builds brands and sustains success. With over 20 years of expertise, we’ve invested creativity, technology, and smart design in software tools that help users create customer engagement that exceeds expectations. Let us do it for you!
Call and Screen Recording
Engage Record software provides rock-solid call recording easily tailored to support service excellence, policy adherence, and regulatory compliance. Record 100% of calls, on schedules, by business and compliance rules, and on-demand. Supervisors may monitor live calls and record any call from its start. If a caller is transferred, the recorded call segments are merged to support service quality. With Engage Screen Capture software users may integrate call recordings with synchronized video recording of agent desktop activity, including email and chat, to create complete views of customer interactions.
Quality Management, Agent Evaluation & Coaching
Maintaining skilled and motivated customer service staff is key to success. Motivating agents to achieve service excellence and efficient workflow ensures your organization stays ahead of competitors. With Engage Quality Management software staff can perform evaluations, coach, provide e-learning content, pinpoint needs of improvement, and set practices that increase satisfaction, drive sales, and build customer loyalty.
Speech, Text & Desktop Analytics
Customer satisfaction, retention, and loyalty are prime goals of successful organizations. Analyzing your customer interactions with Engage Speech Analytics ensures you are among the winners. Know your customers’ issues. Detect trends early and respond quickly, appropriately, and effectively. Powerful interaction analytics build competitive advantage. Ensure regulatory compliance with Engage Desktop Analytics tools.
- Increase FCR & CSAT
- Detect trends
- Ensure adherence
- Automate QA
- Discover intelligence
- Monitor compliance
Forecasting & Scheduling Workforce
Contact centers and back-offices need workforce scheduling and forecasting to meet service level commitments and budget requirements. Our Engage Workforce Management software tools simplify creating efficient, effective customer service operations, while empowering and motivating agents to achieve more. With awareness of current activity and trending, you can respond effectively and quickly to issues. Dashboards display performance and trend information. Performance feedback comes as alerts and notifications so staff can view KPI rankings and monitor for risk and improvement.
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