TelStrat, a global supplier of comprehensive contact center solutions and business call recording products, has unveiled the ShoreTel (News - Alert) compatible version of its Engage Contact Center Suite.
Officials with TelStrat said that Engage Suite blends full-featured voice and screen recording; intuitive agent coaching, e-learning, and performance evaluation; sophisticated workforce forecasting and scheduling; and advanced speech analytics.
Company officials said that it addresses each major aspect of contact center operations. Designed to benefit any 'center of contact', Engage Suite is ideal whether used by a large telemarketing firm or a small company's support staff, company officials said.
"We look forward to showcasing our advanced feature set and unique capabilities to ShoreTel's technical and reseller community," said Bob Carroll, CEO of TelStrat, in a statement.
According to company officials, Engage combines best-practice technologies that address each major aspect of contact center operation.
Engage Suite features six components -- record, analyze, capture, score, coach, and manage.
A key component of the suite, Engage Record, offers ShoreTel customers the ability to record phone conversations on any analog, digital, VoIP or mobile phones with full integration with ShoreWare Core Software v.10.1 or later.
The product supports call recording via ShoreTel's native TAPI/WAV (News - Alert) technology or TelStrat's innovative T-SPAN architecture.
Company officials said that Engage Record features automatic or on-demand call recording with exclusive Conversation Save technology. When activated prior to the calls end, Conversation Save captures the complete call from its inception.
Engage Analyze lets users mine call content for business knowledge with blazing-fast, dictionary-independent speech analytics.
Engage Capture synchronizes call recording with complete screen capture and playback.
According to company officials, Engage Score evaluates agents with weighted scoring and reporting.
Engage Coach provides comprehensive agent evaluation, coaching and performance management in a full e-learning environment.
Engage Manage equips managers with a multi-site workforce management tool to forecast, schedule and plan productivity and staffing needs.
Company officials claimed that with TelStrat's Engage Contact Center Suite, virtually any size organization can capture complete customer interaction, maximize agent performance and streamline workforce management using an affordable, easy-to-implement solution.
"Our solution fits any size organization and brings ShoreTel customers sophisticated capabilities that integrate flawlessly, deploy easily and offer them maximum value for their money," said Carroll.Anil Sharma is a contributing editor for TMCnet. To read more of Anil’s articles, please visit his columnist page.
Edited by Juliana Kenny