TelStrat has just announced a partnership with Ingram Micro (News - Alert) Asia, Ltd., that will enable Ingram Micro partners in Singapore, Vietnam and The Philippines to both sell and distribute the Engage Contact Center Suite, which is TelStrat’s flagship call recording and workforce optimization product.
Thanks to the new agreement, companies throughout the ASEAN region can receive bundled workforce optimization and call recording solutions when they choose Cisco (News - Alert) products and services. The bundles will work for small businesses, large enterprises or cloud-based deployments.
TelStrat also plans to promote value-added reseller sales and to offer both training and technical support for the Engage Suite.
“The name Ingram Micro is known the world over for the depth of their technology product mix and the reach of their channel partner network,” said TelStrat CEO Bob Carroll. “We are incredibly pleased to be working with Ingram Micro to expand our market presence and sales in the ASEAN region.”
Companies can use the Engage Suite to support a variety of voice technologies including analog, radio, SIP, VoIP and TDM. In fact, Engage can support a combination of voice technologies on a single server, if necessary.
Engage includes functionality such as screen capture, call recording, advanced speech analytics and agent performance evaluation. Managers can tie in advanced e-learning and coaching to optimize its workforce management.
“The demand for call recording and WFO for businesses and contact centers is expanding throughout the ASEAN member nations,” stated Francis Choo, executive managing director of Ingram Micro Asia, Ltd.
By combining TelStrat’s Engage with the market’s best contact center platforms, ASEAN businesses can significantly improve the performance of call center agents in real-time by monitoring conversations as they happen.
Speech analytics, for instance, can intercept a key word or phrase spoken by an agent or customer and can activate remote monitoring. With this tool, managers don’t have to sift through hours of call recordings to find opportunities to train and motivate agents.
“TelStrat's Engage product suite brings significant value to our channel partners by providing them the means to meet this demand with advanced, proven technology that's easy and affordable,” Choo concluded.
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Edited by Brooke Neuman