Engage Unity solutions are matched combinations of Engage Contact Center Suite™ components optimized to operate together on a single server. Ideally suited for small to medium contact centers (SMCC), Engage Unity configurations are designed to provide full workforce optimization (WFO) capabilities with minimal cost and impact on critical IT resources and infrastructure.
The cost-effective, high performance servers used in Engage Unity configurations deliver the full range of no-compromise capabilities from each Engage Suite product component. These components are configured and balanced to flawlessly run concurrently and seamlessly integrate functions as needed.
Engage Unity starts with Engage call recording and lets contact centers add their choice of screen capture, speech analytics, and agent evaluation/coaching, all together on one server. Just like other Engage Suite implementations, Unity solutions can also support multiple PBXs and voice technologies, all together on that same Engage server.
Single-server operation significantly lowers the cost of entry to implementing a full range of WFO capabilities. Additionally, longer term total cost of ownership expenses are slashed, with fewer IT resource needs, reduced power consumption, and overall simplified management. This single server approach means Engage Unity even shrinks a contact center’s carbon footprint. With Engage Unity solutions, contact centers can not only save green, but actually be green.
Rich Tehrani Customer Interaction Solutions
January 2011 www.cismag.com
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
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