Archive | September, 2009

Take a Tour – Triggered Call Recordings

We have published a new video featuring CallRex’s triggered call recording functionality. CallRex Call Recording software can be configured for full-time, on demand, or triggered recordings. The flexible system allows administrators to create recording profiles to match their business needs; inbound and outbound calls can be recorded based upon a percentage of calls, the telephone [...]

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Fixing “Broken Calls” in the Contact Center

Speech analytics technology can help companies leverage customer interactions within the call center and throughout the enterprise. The entire enterprise can benefit from customer interactions in the contact center. However, the challenge is identifying “model calls” and the influences that can derail the customer experience. Telrex has recently published a white paper, “Fixing ‘Broken Calls’ [...]

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Telrex Announces Enhanced Call Recording Capabilities

CallRex Call Recording software now supports two types of call recording architectures on selected Cisco systems: recording via forked audio or packet sniffing. With forked audio, administrators no longer have to set-up port mirroring within their telephony enviroment. A duplicate audio stream is sent directly from the Cisco IP telephone to the call recording server. [...]

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How Will Flu Season Impact Your Business?

In the past few weeks, there has been a lot of emphasis about preparing for the upcoming cold and flu season. Media outlets and the United States Government have stepped up communications about illness and the impact on businesses. In a preparedness guide for small businesses published by the U.S. Department of Homeland Security, businesses [...]

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Benefits of an IP Contact Center

Today, Call Centre Helper published a set of articles with perspectives on the benefits of an IP contact center. The article contributors include: Richard Snow of Ventana Research, Paul Skinner of Macfarlane Telesystems, Andrew Doyle of GN Netcom, and Gene Reynolds of Corporate Communications Europe. Throughout each of the articles, the authors cite multiple benefits [...]

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