Elevate value with vox + Serenova

For years, VOX has enjoyed an excellent relationship with TelStrat, which was acquired by Serenova in late 2017. Today, Serenova has fully integrated TelStrat’s industry leading Workforce Optimization (WFO) solutions, and our customers are thrilled with the results! Together we can help accelerate performance and drive engagement through powerful call recording, quality, analytics, and workforce management solutions.

No matter the size of your business, TelStrat WFO delivers the solutions you need, when you need them. Whether you are a small, mid-sized, or enterprise company, TelStrat WFO offers a complete solution to improve agent performance and customer experience.

With 81% of companies recognizing customer experience as a competitive differentiator, it’s important to do all you can to positively impact customer retention and satisfaction. Implementing a workforce optimization program can be a powerful tool for consistently delivering excellent customer experiences.

Superior WFO Enables CX Success

The world’s most successful contact centers have fully embraced the CX (Customer Experience) Movement, where every customer / prospect touchpoint and interaction is important and part of an overall customer journey. Workforce Optimization (WFO) provides a key component to CX as every aspect of the journey starts and ends with how your staff handles human-to-human interaction and engagement. Customers expect easy and effortless access to skilled staff members who are responsive to their inquiries and equipped to provide satisfying resolutions to their issues.

CX (Customer Experience) is a vital to Business in the Digital Age

CX is more than a technology, a product, or a marketing gimmick. It’s a holistic approach to gaining and keeping customers. Learn what CX (Customer Experience) is and how to choose which CX solution is right for your business needs.

THE DEFINITIVE GUIDE: CX

READ THE ARTICLE

CX (Customer Experience) is a vital to Business in the Digital Age

THE DEFINITIVE GUIDE: CX

READ THE ARTICLE

Call and Screen Recording

Record the audio of a call randomly, at scheduled points in time, or on demand – and from the start no matter when the recording begins. Empower your supervisors to monitor live calls and listen to end-to-end call recordings when a caller is transferred. Resolve disputes quickly, support legal defense, and monitor agents with rock solid call recordings.

Workforce Management

Accurately and easily schedule skilled agents to meet service levels. Predict future requirements and use wizard tools for simple forecasting. Let agents enter schedule preferences and see performance via the My Time web-based agent portal and mobile app. Improve agent motivation and performance using gamification features.

Quality Management

Empower your supervisors, trainers, Quality Assurance teams, and agents to optimize customer interactions. Review live-monitored and recorded calls, and synchronized voice and screen recordings via a user-friendly interface. Automatically analyze interactions for actionable insights. Enhance service quality, determine call-handling effectiveness, and confirm agents are adhering ti scripts and processes.

Analytics

Automatically analyze all customer interactions across all channels – and zero in on language, emotions or other factors to uncover new insights. Categorize, tag and score interactions to identify trends. Automatically analyze interactions for actionable insights. Easily find root causes by mining .WAV files for specific words and phrases.

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Workforce Assessment Services

The purpose of the VOX Workforce Optimization (WFO) Assessment program is to take an objective look at the WFO technology in use at your contact center. Your contact center touches one contact center a year, yours. Our consultants touch hundreds – leverage our experts!

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Serenova WORKFORCE ASSESSMENT sERVICES

Talk with our CX Experts to learn more about our comprehensive WFO Assessment Services