Call Recording Featured Article

Network Data Systems offers IT infrastructure, professional and managed services for some of the nation's largest, most complex corporation and government agencies that have multi-national workforces and challenging integration issues. By providing these services to these organizations, the company has to abide by compliance regulations that cover a wide range of industries. The company announced it has selected TelStrat for its call recording and workforce optimization to improve its Hosted Unified Communications (News - Alert) and Contact Center Services with the TelStrat Engage WFO platform.

TelStrat creates call recording and workforce optimization (WFO) solutions to capture customer interactions, mine call content, improve agent performance and streamline workforce management with its Engage WFO technology. With Engage, Network Data Systems (NDS (News - Alert)) will have a solution that can be scaled to address and solve real-word business needs of contact centers of any size.

As part of its Hosted Unified Communications and Contact Center Services, NDS is going to be offering the TelStrat solution with different options, this includes Engage WFO SaaS (News - Alert). When it is delivered as SaaS, organizations will have a scalable, multi-tenant capable deployment whether it is on premises or in the cloud.

"We are delighted that NDS is adding the Engage WFO solutions to their portfolio of applications and services. TelStrat’s history of providing tailored solutions to meet a customer’s specific needs is synergistic with the NDS business model," said Mike Berlin, Sr. VP Global Sales and Business Development for TelStrat.

Engage WFO is able to address the needs of contact centers of every size with tools that include comprehensive compliance, disaster recovery, call recording, service quality assurance, agent performance improvement and workforce management with analytics and reporting.

Users have access to tools that lets them capture customer interactions at every point and view contact handling performance to ensure consistency with customer experiences. The platform also allows administrators to focus training with minimal interruption and optimize staff schedules and staffing forecasts by making the entire operations of the organization easily accessible.

"TelStrat is a natural partner for NDS, as they share our core value of customer-first. We are extremely pleased with the value-added offerings the Engage WFO solutions bring to our customers. We look forward to jointly delivering new financial benefits and productivity improvements to our clients," said Jim Irwin, Director of Products/Services.

With the Engage WFO system in place, Network Data Systems is looking to improve its customer experience and satisfaction while increasing productivity and containing cost overruns.