September 17, 2008
TelStrat Debuts Avaya Compatible Version of Engage Contact Center Suite
By Niladri Sekhar Nath, TMCnet Contributing Editor
TelStrat, a global provider of enterprise and carrier-class access telecommunications products, has introduced an Avaya (News - Alert) compatible version of its Engage Contact Center Suite. Designed to target Avaya Communication Manager systems, TelStrat's Engage Suite combines voice recording and screen capture; agent performance evaluation, tracking and coaching; call scripting and automation; and workforce management with forecasting and scheduling into a comprehensive contact center solution for Avaya users.
With technology proven in everything from large call centers to small companies, at over 1500 installations worldwide, Engage addresses each major aspect of contact center operation. It combines technologies from across the industry and features six components -- Engage Record, Engage Capture, Engage Score, Engage Coach, Engage Assist and Engage Manage.
Engage Record, a key component of the suite, offers Avaya customers the ability to record phone conversations on any analog, digital, voice over Internet Protocol (VoIP) or mobile phones with full integration with Avaya's Single Step Conference recording technology. Engage Record features automatic or on-demand call recording with exclusive Conversation Save technology.
Engage Capture synchronizes call recording with complete screen capture and playback. Engage Score evaluates agent performance with weighted scoring and reporting. Engage Coach manages agent performance and evaluation while providing an e-learning environment. While Engage Assist automates calls and agent scripts to enhance agent productivity. Lastly, Engage Manage equips managers with a multi-site workforce management tool to forecast, schedule and plan staffing needs.
The suite's modular approach lets users start with recording and integrate the capabilities in other Engage components as their organization's growth and requirements demand.
"We look forward to showcasing our unique feature set and capabilities to the Avaya community," said Kevin Smith, president of TelStrat. "Our solution fits any size organization and brings Avaya customers sophisticated capabilities that integrate flawlessly, deploy easily and offer them maximum value for their money."
TelStrat is a gold member of Avaya's DevConnect (News - Alert) program. The Avaya DevConnect program includes a number of software and hardware developer companies, integrators, service providers and customers. To qualify for the Gold membership, a company has to meet rigorous Avaya criteria for customer satisfaction, product support, business operations, marketing and sales.
Avaya is a Diamond sponsor of Communications Developer Conference, the first and only IP Communications Developer event, collocated with INTERNET TELEPHONY Conference & EXPO — the biggest and most comprehensive IP communications event of the year. Communications Developer and ITEXPO (News - Alert) will take place in Los Angeles, California, September 16-18, 2008, featuring three valuable days of exhibits, conferences, and networking opportunities you can’t afford to miss. Visit Avaya at booth #114 in the exhibit hall. Don’t wait. Register now!
Niladri Sekhar Nath is a contributing editor for TMCnet. To read more of Niladri’s articles, please visit his columnist page.
Edited by Michelle Robart