Call Recording Featured Article

Efforts to provide workforce optimization tools are generally welcome, which explains why there's such a glut of competing brands out there. Companies are putting ever more into the development of these tools, which should prove welcome to all the firms out there who would take advantage of such systems for their own ends. Recently, Peak UpTime and TelStrat International got together on a new co-production to offer new services in the form of Peak Elevate.

Peak Elevate, reports suggest, combines the Peak Uptime Cloud Managed Services system with TelStrat's Engage WFO to yield not only workforce optimization systems, but also a complete call recording apparatus, thus killing two problems with one software package.

Since TelStrat's Engage WFO offers not only quality assurance tools, but also systems geared toward improving agent performance as well as basic analytics and reporting options, it adds new capability to improve the customer experience, and makes it a fairly big draw in its own right. Engage WFO software-as-a-service (SaaS (News - Alert)) also works to provide services to large numbers, allowing over 100 tenants per system and a series of different licenses available according to needs on the ground.

TelStrat's senior vice president for global sales and business development Mike Berlin commented “We are extremely pleased that Peak UpTime is adding our award-winning Engage WFO solution to their impressive portfolio of cloud managed services. As a channel-centric organization, TelStrat's focus is helping partners succeed, and we pride ourselves on our flexibility, responsiveness, and innovation. We look forward to working with Peak to meet customers' needs for compliance recording and customer contact center workforce optimization.”

With the two systems running together, the end result is a valuable and impressive package that should deliver a lot of value in improving workforce optimization. Peak UpTime's own stated goal is to “elevate the IT conversation” to address business challenges, which is a distinct shift from the past where departments were little fiefdoms that seldom interacted. With departments better intermingling, and each getting a handle on the other's challenges, it's a process that helps build the overall organization instead of merely encouraging local optimums.

Workforce optimization requires a focus on the full workforce, and that's what Peak UpTime and TelStrat's new combined effort will likely yield here. That's good news for all concerned, and should not only give the partnership a leg up in the market but also give its users a better, more functional workforce.