Archive | April, 2011

Mobile Mentor Deploys CosmoCall Universe

Australia-based Mobile Support Leader Improves Agent Productivity by 300% While Reducing Costs Today, CosmoCom announced that Sydney-based Mobile Mentor has deployed the CosmoCall Universe virtual contact center suite to support their rapid growth as a leading provider of mobile phone customer support and mentoring. Mobile Mentor knew that supporting the growth of the mobile industry [...]

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City of Pensacola Selects Telrex Software

Today, Telrex announced that the City of Pensacola has selected CallRex Call Recording software for use within the city’s seven contact centers. Working with Verteks Consulting, the City of Pensacola selected CallRex software to record calls on their ShoreTel IP telephone system.

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Improving Your Business with Call Recording

Here on the Enghouse Interactive blog, I often write about the benefits of recording calls. From resolving disputes to complying with regulations, businesses of all sizes benefit from call recording software. Call recording software can also help companies improve customer service and increase employee productivity. For example, Keany Produce uses Enghouse Interactive Call Recording software [...]

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Datapulse Call Recording Delivers Support for Microsoft Lync Server 2010

Today, Datapulse announced the availability of Datapulse Call Recording version 4.0, which includes expanded support for Microsoft Lync Server 2010. The latest release of Datapulse Call Recording provides enterprises with greater functionality to manage and deliver excellent customer service. Managers now have the tools to improve customer service, aid in staff training, and support dispute [...]

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Volcanoes & Business Continuity

As many may recall, last year Iceland’s Eyjafjallajokull volcano erupted after nearly two centuries, spewing tons of ash into the atmosphere. Unfortunately the resulting caustic cloud brought air traffic to a halt in many parts of Europe keeping many passengers from their destinations for days.

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What Are You Waiting For?

Have you taken a look at CallRex software lately? Earlier this year, Telrex released CallRex version 4.0. A major step forward for the CallRex product family, CallRex 4.0 delivers an improved user experience, streamlined administration, expanded technology support, and enhanced security.

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What is Port Mirroring?

Port mirroring is a method of monitoring network traffic. On the majority of IP telephony systems, CallRex Call Recording software records and monitors calls by sniffing packets on the data network. In order to sniff the packets on the network, port mirroring must be set-up on the data switch.

When enabled, port mirroring will send a copy of every packet destined for a particular port to a second port. For CallRex users, this means that a copy of the telephone traffic is sent from the PBX through the data switch to both the CallRex Server and the IP-enabled telephone.

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Syntellect and Oracle Partner to Deliver Unified Communication Solutions

Today, Syntellect announced a strategic CTI partnership with Oracle, the world’s most complete open, and integrated business software and hardware systems provider. The partnership will focus on each organization’s strengths, further establishing CT Connect as a proven, robust, and certified CTI solution for the Oracle E-Business Suite.

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German Language Version of Intuition Enterprise Now Available

Today, Datapulse announced the immediate availability of the German language version of Intuition Enterprise, enabling partners to provide German speaking organizations with a unique suite of interaction management applications. The Intuition Enterprise portfolio of solutions includes operator consoles, contact center, self-service technology, presence integration, and call recording. The solution manages all interactions from phone calls [...]

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