When it comes to contact center operations, the margin for error is slim. And the price to pay for poor customer service is more than losing one’s business. Today’s omnichannel world requires robust contact center solutions in place to properly train and arm agents serving on the front lines.  This is far more than a fancy communications solution; areas like workforce optimization, call recording, compliance and quality assurance are mission critical.

Today, TelStrat International, Ltd. announced that the TelStrat Engage WFO SaaS (News - Alert) was selected as the exclusive call recording and workforce optimization solution in the ACBB-BITS LLC (BITS) product portfolio.

“We are delighted that BITS is adding TelStrat’s hosted call recording service to augment their unique portfolio of hosted and managed voice applications,” said Mike Berlin, Sr. VP Global Sales and Business Development for TelStrat. “This solution is ideal for customers interested in reaping the benefits of secure and redundant cloud applications in a highly reliable and efficient service.”

BITS is a telecommunications service provider that offers a comprehensive cloud-based platform of next generation managed and hosted telecommunications services for the financial services industry – specifically, supplying solutions to simplify regulatory, operational and technical requirements for banks.

In bringing TelStrat’s Engage WFO SaaS on board, BITS clients gain access to a robust cloud-based WFO solution capable of handling compliance, disaster recovery, service quality assurance, workforce management, agent performance management in addition to reporting and analytics.

“Due to increased risks related to Cybersecurity, BITS has seen a growing need for on-demand call recording capabilities, not only for our community bank customers to archive over-the-phone client trade requests, but also to assure customer care quality and for training purposes. TelStrat’s on-demand call recording platform integrates these capabilities into our hosted and managed Cisco (News - Alert) VoIP portfolio,” commented Jerald Murphy, BITS CEO. “We’re pleased to offer this SOC 2-compliant service for secure and redundant call recording to our financial customers to assist them in fulfilling their operational and regulatory requirements.”

The contact center is a complex array of processes working in concert to deliver on customer expectations of exceptional customer service coupled with secure and compliant practices.

What’s in your contact center?