TelStrat Engages New Contact Center Operations

Following the success of its CallParrot Business Call Recording system, TelStrat, launched its next-generation contact center operation solution, Engage Contact Center Suite.

Engage combines the technology in CallParrot with an array of other product technologies from across the contact center industry, including voice and screen recording; intuitive agent performance evaluation, tracking and coaching; powerful agent scripting and call automation; and sophisticated workforce forecasting and scheduling. The entire suite features six components:

• Engage Record electronically archives customer calls on any phone or conventional radio in a multimedia format that can be reviewed, emailed 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 an Alignment Index that tracks agent performance against resident experts and enables agents to self-assess their performance. 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 agent productivity by providing dynamic, automated scripting and simplifying the agent’s desktop into one screen. This Web-based application
• 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 Merlang-M forecasting algorithms that include curve mapping and pattern recognition for complete workforce management enterprise-wide.

"We’ve taken tremendous strides to integrate all of these technologies into a total contact center solution," said Kevin Smith, president of TelStrat. "We had a solid foundation in CallParrot. Now, we’ve let it spread its wings by integrating it with other best-practice technologies."