Enghouse Interactive

These days, many companies are recording telephone interactions, conducting surveys, and collecting customer satisfaction data. But are companies really listening?

Happy Friday! Today, I was looking over the statistics for the Telrex blog and thought that the top posts was interesting. Here are a few of the all-time favorite posts from the Telrex call recording and monitoring blog:

The news is out last week that Sony discovered that there was a breach in their user community data storage that may have exposed personal details of the customers stored in their PlayStation Network. In the same week, I sat in on an informative webinar where a member of a breach investigation service provider detailed [...]

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.

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.

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.

Amy Holcomb is Telrex’s sales administrator, supporting the worldwide sales and support teams. From coordinating new license orders for existing customers to facilitating maintenance renewals, Amy is a valuable member of the team. Amy also schedules all installation services, keeping customers and resellers ‘in the loop’ about processes and key milestones in the project plan.

Today, we announced expanded support for Microsoft Lync Server 2010. The release expands upon our long-established commitment to deliver contact center optimization solutions for Microsoft unified communications environments. Using our CallRex software, companies can take advantage of affordable call recording and workforce optimization solutions in a mixed PBX environment, while also realizing the benefits of [...]

If you missed Telrex’s recent Web event, the archived video is now available online. The edited video features a tour of the CallRex Quality Management Suite, which includes call recording, agent evaluation, and computer recording software in a single package. CallRex version 4.0 features a Web-based user interface, streamlined administration, expanded technology support, and expanded [...]

Happy Friday! As the Valentine’s week draws to a close, I wanted to share some of the articles that have inspired me. Hopefully you can also draw some customer service and contact center inspiration from these stories, just as I have: A colleague of mine tweeted about an article from Dennis McCafferty, “Connected Customers Demand [...]