TelStrat: Customer Engagements Optimized

Today’s business and contact centers are intense, high paced environments continuously looking for the advantage over their competition to grow revenue, improve operational efficiency, and increase profits, all while they meet new regulatory and compliance standards and build customer loyalty. TelStrat helps meet these challenges with customer interaction applications to improve contact center and back office performance that “off the shelf” products from large telephony manufacturing companies don’t address. TelStrat’s portfolio of solutions is available across all major UC and voice platforms and in any deployment model - on premise, in the cloud, or in a hybrid environment. “As contact center requirements evolved, and efficiencies with technology and server processing power increased, so have our product and service offering,” remarks Bob Carroll, Founder and CEO, TelStrat.

TelStrat introduced Engage WFO, its call recording solution, in 2000 with a focus on business call recording for compliance and dispute resolution for mid-sized companies. Over the past 17 years, the solution has developed into a robust, comprehensive workforce optimization platform. TelStrat recognized that customers needed to do more with their recordings than simply store them. Improving quality and customer experience along with gaining insight into customer preferences is directly related to a business’s ability to be competitive in the market for increased revenue and profit. To this end, TelStrat added more capabilities to Engage WFO including the ability to record the agent desktop for a full view of the customer interaction, quality management tools with scoring, coaching, and analytics for team and individual performance and progress towards company goals, and workforce forecasting and scheduling. “Perhaps most significant in today’s virtual landscape, Engage WFO SaaS was introduced as a hosted solution available in TelStrat’s SOC2-certified data center or a service provider’s DC,” states Carroll.

Furthermore, as in today’s digital environment, ensuring data security and customer privacy are additional mandates. Engage WFO supports recording 100 percent of interactions, along with data encryption, and automated pause/ resume of recording to protect sensitive information and ensure regulatory compliance and reduced liability risk for its customers.