Trends in the market - Talk to TelStrat

In the interest of diversifying our product range, GlobalConnect is pleased to announce we have signed an exclusive partnership to market and sell the TelStrat contact centre solutions and business call recording products. This product range greatly complements the core Avaya/Nortel stack that GlobalConnect specialises in and we see these applications as a competitive edge for those companies looking to adopt a comprehensive customer service strategy.

TelStrat is a Texas-headquartered developer and manufacturer of contact centre solutions and business call recording products to a wide variety of industries from small companies to large call centres worldwide. The TelStrat product suite that complements the Avaya/Nortel contact centre technologies includes voice recording, screen capture; agent performance evaluation, tracking, and coaching; call scripting and automation; workforce management with forecasting and scheduling; and phone-me-based speech analytics.

Highlighting the importance of this relationship, Pushkar Taneja, managing director, GlobalConnect Australia said, “We are thrilled by the level of confidence TelStrat has placed in us to take its product range to market locally and we believe GlobalConnect is in an excellent position to meet the broad needs of the enterprise communications market with the contact centre technology from TelStrat.”

Arun Krishnankutty, Director, Asia Pacific for TelStrat added, “We selected GlobalConnect to help us expand our footprint in the Australian marketplace given the company has a strong reputation as a long-term, committed Avaya partner and its go-to-market model is a clear fit for the TelStrat contact centre applications. GlobalConnect is the only solutions integrator with Avaya capabilities that we have adopted in Australia and we believe they have the right expertise across telephony, networking, contact centre, videoconferencing and services which complement the TelStrat product range.”

Mr Taneja reiterated the exclusive partnership with TelStrat in Australia is testament to the reach the company has in Australia, “The TelStrat product range adds weight to the scope of offering we can deliver, exclusively, to contact centres in Australia including call recording, quality monitoring, coaching tools, workforce management, just to name a few.”

Read the Q&A here with Arun for more background on TelStrat’s corporate direction….

What is TelStrat's growth plan for Australia?
In Australia, we have a 100-per cent indirect model and we have partnered with GlobalConnect as one of our as a valued solutions integrator to take our technology to market.

GlobalConnect has a strong reputation in the Australian contact centre industry and as a long-term, committed partner of Avaya’s, GlobalConnect’s go-to-market model is an obvious fit for selling the TelStrat contact centre applications.

What solutions are you selling in the Australian market?
We are bringing our top of the line solutions to the Australian market. Under the Engage portfolio, we offer enterprise grade voice recording solutions for IP, TDM, Analogue and Radio with PCI compliance and encryption. We have a quality monitoring tool that has screen video recording and scoring for contact centre agents.

The technology in our WFM tool recently won the 'Highest Ratings in Overall Customer Satisfaction in DMG Consulting LLC Report'. Along with this we are bring our voice analytics and agent coaching / e-learning tool to Australian market.

The biggest challenge has been to get the pricing right in Australia for the local audience. We have managed to do that and I believe we can now offer our world class solution at possibly 10 per cent to 20 per cent cheaper than the best price you can get from competition.

Who do you compete with?
Our focus is to play in medium-large enterprise space and government market in Australia where they are looking at a proven and stable solution that is cost effective and has good local support. I strongly believe we offer all these qualities and hence we will be looking at capturing market share from players that are existent there.

How can a company create customer intelligence through a call recording solution?
Telephone conversations are vital for today's business. Conversations need to be recorded by law, for liability purposes, for training and customer service enhancements, or simply to recall what was said (or not said).

Call recording provides an electronic archive of customer calls in a multimedia format that can be reviewed, emailed or posted for staff to enhance customer service or resolve legalities.

Companies can boost revenue, reduce costs and prevent losses by permanently documenting all conversations and accurately recalling what customers asked for, what promises were made, and sometimes more importantly, what promises weren't made.

Combining recorded calls with agent evaluation allows building training libraries of customer/agent interaction to illustrate best-practices in call handling and ways to entice, interest, or satisfy customers. Elevating the customer experience through such training can be essential to the future of a company.

How can company drive benefits through call analytics?
Speech analytics provides an extremely powerful means for a company to ''mine'' the content of recorded calls for very specific information that can reveal a tremendous amount of knowledge.

Everything from market trends and competitive threats and opportunities to customer attitudes and internal staff, business, and compliance issues can be gleaned from searching for words, phrases, and terms contained in each customer interaction.

Who are some of your global customers?
Some of the high profile customers include Associated Press, Reuters, Dow Jones, FedEx, and Unisys in the USA, New Zealand Defense, Petronas in Malaysia, Virgin Atlantic Airways, Japan Airlines, Central Bank of India, National Bank of Kuwait, Vodafone, Australian Maritime Safety, Mass Transit Railway (MTR) Hong Kong, China Trust Commercial Bank, among others.

Through our global channel model, we have almost 1700+ sites installed with above 90 per cent customer retention due to our cost effectiveness, quality, and ease of use.

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