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Telstrat

Telstrat

 

TelStrat’s Engage WFO™ combines the ease and power of advanced call recording with best-in-class contact center workforce optimization capabilities. Engage WFO provides a robust call recording, quality monitoring, interaction analytics, and workforce management solution for any size organization.

Engage WFO facilitates improved performance from your team, thus boosting customer satisfaction, increasing efficiency, and enabling greater organizational results.  It is integrated with ShoreTel call managers and contact center applications, including ShoreTel Connect™, and deploys flexibly on premise, in the cloud, and in hybrid configurations.

Features

  • Supports recording up to 15,000 concurrent calls per cluster
  • Full multi-tenancy, DOD-grade security, enterprise-grade resiliency
  • Automated speech analytics drives quality management
  • Dashboard KPI displays expand and export for ad-hoc reporting

Benefits

  • Improve satisfaction, optimize resources, and increase profitabilit
  • Simplify root-cause analysis to improve First Call Resolution
  • Quickly identify trends by mining interaction content
  • Increase efficiency with accurate forecasting and optimal schedules
  • Reduce liability by adherence to policies and regulations