TelStrat introduced Engage WFO, its call recording solution, in 2000 with a focus on business call recording for compliance and dispute resolution for mid-sized companies. Over the past 17 years, the solution has developed into a robust, comprehensive workforce optimization platform. TelStrat recognized that customers needed to do more with their recordings than simply store them. Improving quality and customer experience along with gaining insight into customer preferences is directly related to a business’s ability to be competitive in the market for increased revenue and profit. To this end, TelStrat added more capabilities to Engage WFO including the ability to record the agent desktop for a full view of the customer interaction, quality management tools with scoring, coaching, and analytics for team and individual performance and progress towards company goals, and workforce forecasting and scheduling. “Perhaps most significant in today’s virtual landscape, Engage WFO SaaS was introduced as a hosted solution available in TelStrat’s SOC2-certified data center or a service provider’s DC,” states Carroll.
Furthermore, as in today’s digital environment, ensuring data security and customer privacy are additional mandates. Engage WFO supports recording 100 percent of interactions, along with data encryption, and automated pause/ resume of recording to protect sensitive information and ensure regulatory compliance and reduced liability risk for its customers.
For TelStrat, customer satisfaction is paramount. It’s in our DNA
From its inception 25 years ago, TelStrat has been an innovative and agile engineering-led company with a focus on fulfilling customer requirements not met by other suppliers. Their solutions are designed with the flexibility to fit into a customer’s unique environment, rather than requiring customers to change their business processes to work with the software. This commitment to flexibility, responsiveness, and customer satisfaction above all else differentiates them from larger, less nimble competitors. Carroll, explains, “For TelStrat, customer satisfaction is paramount. It’s in our DNA.”
One of TelStrat’s success stories involves a large multi-national BPO that had problems meeting their contracted service-level agreements, thus incurring significant penalties as a result of the unreliability of its current vendor’s recording system. Rather than replicate that system, the client chose TelStrat’s Engage WFO to provide a redundant recording solution. The solution was deployed across eight U.S. and international sites in a matter of weeks. Daily reports prove the TelStrat solution is recording all calls, outperforming the legacy solution and providing significant savings for the BPO. As a result, TelStrat was immediately chosen by the BPO as the lead recording vendor for an additional multi-site client project.
TelStrat’s close partnerships with leading platform manufacturers such as Cisco, Avaya, ShoreTel, BroadSoft and others enable TelStrat to work in tandem with partner R&D organizations to ensure that Engage WFO is current with latest releases. “TelStrat is committed to ongoing innovation and continual exemplary customer service,” concludes Carroll.