Engage™ Suite Optimized for ShoreTel

SAN DIEGO, July 20 /PRNewswire/ -- TelStrat, a global supplier of comprehensive contact center solutions and business call recording products, today announced the ShoreTel compatible version of its Engage Contact Center Suite. Engage Suite blends full-featured voice and screen recording; intuitive agent coaching, e-learning, and performance evaluation; sophisticated workforce forecasting and scheduling; and advanced speech analytics. It addresses each major aspect of contact center operations. Designed to benefit any 'center of contact', Engage Suite is ideal whether used by a large telemarketing firm or a small company's support staff.

The ShoreTel compatible product version is being rolled out at today's opening of the ShoreTel Champion Partner Conference at La Costa Resort, just outside San Diego, CA. "We look forward to showcasing our advanced feature set and unique capabilities to ShoreTel's technical and reseller community," said Bob Carroll, CEO of TelStrat.

Engage combines best-practice technologies that address each major aspect of contact center operation. Engage Suite features six components -- Record, Analyze, Capture, Score, Coach, and Manage. A key component of the suite, Engage Record, offers ShoreTel customers the ability to record phone conversations on any analog, digital, voice over internet protocol (VoIP) or mobile phones with full integration with ShoreWare Core Software v.10.1 or later. The product supports call recording via ShoreTel's native TAPI/WAV technology or TelStrat's innovative T-SPAN architecture.

Engage Record features automatic or on-demand call recording with exclusive Conversation Save™ technology. When activated prior to the calls end, Conversation Save captures the complete call from its inception.

Engage Analyze lets users mine call content for business knowledge with blazing-fast, dictionary-independent speech analytics. Engage Capture synchronizes call recording with complete screen capture and playback. Engage Score evaluates agents with weighted scoring and reporting. Engage Coach provides comprehensive agent evaluation, coaching and performance management in a full e-learning environment. Engage Manage equips managers with a multi-site workforce management tool to forecast, schedule and plan productivity and 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.

With TelStrat's Engage Contact Center Suite, virtually any size organization can capture complete customer interaction, maximize agent performance and streamline workforce management using an affordable, easy-to-implement solution. "Our solution fits any size organization and brings ShoreTel customers sophisticated capabilities that integrate flawlessly, deploy easily and offer them maximum value for their money," said Carroll.

About TelStrat

Headquartered in Plano, Texas, TelStrat® develops comprehensive contact center solutions and business call recording products, including the Engage Contact Center Suite. TelStrat's Engage Suite features award-winning technology that makes capturing customer interaction, knowledge mining call content, maximizing agent performance, and streamlining workforce management affordable for virtually any size organization. The modular, component-based product line provides an integrated, total solution for optimizing contact center operations.

Engage Suite's award-winning technology is proven in everything from small companies to large call centers at over 1700 installations worldwide. A customer-centric, channel-focused organization, TelStrat offers its Engage portfolio through a global network of over 200 reseller partners, including the most prominent names in telecommunications. Engage Suite makes capturing customer interaction, maximizing agent performance, streamlining workforce management, and knowledge mining call content affordable to any organization

Founded in 1993, TelStrat has consistently maintained an unsurpassed commitment to customers and their business needs. For more information, visit http://www.telstrat.com.

SOURCE TelStrat