Telstrat Engage Contact Centre Suite

Conversation Recording and Agent Management That Protects Your Business

TelStrat has taken the award-winning power and simplicity of its CallParrot Business Call Recording technology and aligned with leading contact center industry partners to integrate their best practice product technologies into an optimum single-source contact center solution. Telstrat's Engage Contact Centre Suite blends into one holistic package - voice and screen recording; performance evaluation, tracking and coaching; scripting and call automation; forecasting and scheduling of all on site and remote agents.  The Engage Contact Centre Suite addresses every major aspect of contact center operation. With its modular design, each component enhances and augments the next so your organization can start with call recording and add capabilities as your needs change. You grow at your own pace. Within one suite. From one source.

Engage Record -Powerful, Intuitive Call Recording for Today's Business Needs

Telephone conversations are vital for today's business. Conversations need to be recorded by law, for liability purposes, for training and customer service enhancements, or simply to recall what was said (or not said). Small or large, local or global, Engage Record's innovative and efficient design makes call recording easy and affordable for every organization.

Engage Record electronically captures telephone conversations for virtually any purpose, whether looking to ensure top quality customer service, mine customer calls for invaluable intelligence, avoid frivolous lawsuits, provide audio copy with written dictation, or avoid conduct issues. There is virtually no end to the returns businesses can reap from an Engage Record investment. Archives of customer calls can be reviewed, emailed or posted to any PC via a standard multimedia format. And, Engage Record is the only "in-skin" interface on selected systems.

FEATURES

Works with a wide variety of phones and PBX platforms

Support for all standard PBX/key system technologies, including analog, digital, and IP Telephony. Simple installation can have call recording implemented in one day. Engage Record is tested and certified compatible on Avaya, Cisco, and Nortel systems.

Record and store telephone conversations

Simultaneously record calls on as few as four (4) trunks or as many as 448 phones on a single server. Automatically record all calls, record on-demand, or set up rules for recording based on incidents, schedules, customers, agents, or even at random.

Record entire conversations even from mid-call

The only system with Conversation Save?, for on-demand recording of an entire call from its inception, when activated at any point before the end of the call.

Store calls in a variety of formats

Write to DVD, store on a server or a remote mass archiving device, including SAN/NAS support.

Supports advanced recording architectures

Support conventional SPAN architecture as well as the latest dual media stream technology (only available on selected systems).

Retrieve and playback to your desktop

Retrieve recorded calls on-demand in a simple PC interface and play them using standard players such as Windows® Media Player. You can even access them securely from a remote location.

Share anywhere

Distribute a recorded call easily by simply attaching it to an email, posting it to a web site, or saving on a disk. The audio file can be sent to anyone, anywhere, regardless of whether they are recording enabled.

Search for similar calls

Classify upon playback to organize or flag notable conversations. You can then quickly retrieve all calls matching certain criteria. Engage Record stores various aspects of the call (call time, date and caller ID) to enhance your documentation and retrieve calls with the powerful search and sort tools.

BENEFITS

• Ensure service quality, accuracy, and proficiency
• Improve the sales process by enabling review of customer requests, prevent
  miscommunications, and facilitate post-evaluation of selling techniques
• Capture market intelligence on perceptions, needs, and preferences of customers
• Resolve disputes quickly
• Improve training efficiency
• Reduce losses in frivolous lawsuits, agent misconduct, and threatening calls