Archive | March, 2010

Announcing Support for TAPI/WAV Recording

Today, Telrex is announcing support for recording ShoreTel Office Anywhere calls through an integration with ShoreTel TAPI/WAV technology. With the latest release, CallRex Call Recording now supports two types of TAPI-based integrations with ShoreTel IP telephony systems, offering customers the flexibility to implement call recording without the additional expense of hardware or scrificing their preferred [...]

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Case Study: Global Pharmaceutical Organization

A US-based global pharmaceutical company chose Arc Solutions to improve staff productivity through a universal directory application and call handling solution. Installed on the newly selected Cisco unified communications platform, the organization sought to provide a uniform, professional service to callers while enabling staff to quickly and easily search for anyone in the company from [...]

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Customer Success: Call Recording Creates Opportunities while Maintaining Security

The Colorado Department of Corrections (DOC) works to provide inmates with vocational opportunities in information technology, while also meeting strict security and compliance requirements and maintaining high service levels. The Colorado DOC offers a program to employ appropriate and qualified individuals in first-level help desk positions which support the technology needs of Colorado state offices. [...]

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Myths of Workforce Optimization

Telrex was included in an article posted on ContactCenterWorld.com about the myths of workforce optimization. Here are the misconceptions that we submitted for the article: “Misconception #1: It’s expensive. Workforce optimization solutions do not need to break the bank. Affordable enterprise-class solutions are available at every price point. Subscription-based licenses are offered by companies like [...]

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