|
Voice Recording
Engage
|
Engage (formally CallParrot) is an award winning Voice Recording solution for Nortel Meridian, BCM and CS1000 IP systems.
If your business relies on what is said during telephone conversations, and/or relies on contact centres and help desks to provide a major part of your service to your clients, then Telstrat's Engage will provide you with an unparalleled tool for verification, quality improvement and dispute resolution.
Engage is a unique platform providing, Voice Logging, Smart Logging, Quality Monitoring and Record-on-Demand facilities in one system. It also has Agent Scoring and Screen Capture options for improving contact centre agents' productivity and service quality.
Unlike other recording products Engage is fully integrated within the Meridian/CS1000, giving access to 16 parameters for searching call records, and requires no CTI middleware. Engage also records Nortel Remote and home office solutions as well as radio, such as Airwave, from a single centralised system and it requires no additional licenses for playing back calls. All these factors make it one of the most cost effective and easily maintained recording solutions available today.
Engage has been certified as a Nortel compatible product.
Key features
- Transaction verification and dispute resolution
- Performance monitoring, training and improving customer service
- Reduce agent churn, protect against abusive calls
- Send recorded calls for feedback or actioning by another department
- Highlight training requirements and improve agent knowledge
- Locating a stored recording is easy and fast so disputes are resolved quickly
- Screen-Capture and Agent Scoring options
- True line-side solution providing peer-to-peer recording and extension level detail without costly taps and cabling