Telrex is pleased to announce the immediate availability of an integration between CallRex Workforce Management software and Fonality’s PBXtra Call Center solution. With the integration, CallRex is able to capture real-time call queue information, which is used to automatically forecast and schedule call center staff based upon a company’s service level goals.
“With the release of this integration, Telrex is helping users harness the valuable contact center information gathered by their Fonality phone system, allowing them to streamline operations and make informed staffing decisions,” said Corey Brundage, vice president of marketing and product management at Fonality. “Telrex’s subscription-based licenses allow companies of all sizes to take advantage of powerful contact center solutions at an affordable price.”
With the data collected from Fonality’s PBXtra Call Center Edition, CallRex Workforce Management builds a historical database of workload and work time statistics. Optimized call center staffing schedules and forecasts are generated using the historical data. Users can test “what-if” scenarios to view the impact of staffing and call volume changes on call center productivity and service level goals.
“CallRex Workforce Management software enables companies of all sizes to optimize their contact center staff and plan for business fluctuations,” said Robert Kapela, founder of Telrex. “When paired with the advanced call routing features in Fonality’s PBXtra Call Center solution, companies can maximize their staff and manage call volumes more efficiently.”