Tag Archives: Mitel

Join Us at the 2013 Mitel Business Partner Conference

Our bags are packed and we’re getting excited about meeting people at the 2013 Mitel Business Partner Conference in Florida. Meet with Enghouse Interactive & Win! Visit the Enghouse Interactive team in booth #311 to learn more about our interaction management solutions for Mitel and how you can partner with Enghouse Interactive for success. We’re giving away [...]

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Call Recording for Legal and Collections Firms

Law firms conduct a high percentage of business over the telephone, and are increasingly under pressure to document interactions in order to fulfill client demands and to reduce legal liability. CallRex Call Recording software helps law firms verify oral arguments and stipulations, document verbal requests and authorizations, and resolve verbal and billing disputes. Learn more [...]

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Enhanced Support for Mitel Secure Call Recording Connector

Today, Telrex announced support for call recording using DHCP, encryption, Teleworker, or hot desking with Mitel Secure Recording Connector version 2.0. The Mitel Secure Recording Connector (SRC) is a call recording solution from Mitel, allowing third party recording packages, like CallRex Call Recording software, to record Mitel encrypted voice streams. In addition to supporting recording [...]

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CallRex Workforce Optimization Resources

The Telrex Web site provides many different online resources for customers and resellers looking to enhance their investments in CallRex software. Many of the links are included on Telrex’s Resource Library Web page. Here is a short list of resources to help you quickly uncover additional information about the workforce optimization software solutions from Telrex: [...]

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Customer Success: Accountability Across the Organization and Beyond

Recording telephone interactions can bring accountability across the organization — and to the customer. U.S. Oil, Inc. initially implemented call recording technology for call center agent training. When handling more than 4,000 customer telephone calls a day, there are bound to be times when a Customer Service Center associate makes a mistake in taking an [...]

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Call Recording for Dispute Resolution

Contact centers utilize call recordings for many different reasons including achieving regulatory compliance, ensuring high quality customer service, enhancing employee training and productivity, and resolving customer disputes. Dispute resolution and legal liability issues can stretch beyond the contact center as well. One customer, Evergreen Professional Recoveries, immediately benefited from call recording technologies in their call [...]

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Customer Success: Evergreen Professional Recoveries Saved Over $10,000 With CallRex Call Recording Software

Evergreen Professional Recoveries implemented call recording software on their Inter-Tel 5000 system to improve customer service and to reduce disputes and legal liability. “Call recording has headed off at least two frivolous lawsuits in the past three months, which would have cost us at least $10,000 in fees,” said Ken Ross, CEO, Evergreen Professional Recoveries. [...]

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Customer Success: Keany Produce Cultivates Quality Customer Service with CallRex Call Recording Software

Keany Produce implemented call recording software on their Mitel 3300 ICP system to improve customer service and identify key trends. “CallRex has allowed us to identify trends and correct issues or train agents. Using call recordings, we discovered issues that we hadn’t even thought of,” said Dawn Eastwood, director of IT for Keany Produce. Read [...]

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Customer Success: Upstate New York Transplant Services Documents Donation Consents with CallRex Call Recording Software

Upstate New York Transplant Services (UNYTS) is one of the leading organ procurement organizations in the United States. Headquartered in Buffalo, NY, UNYTS is the only procurement organization nationwide to house blood donation, laboratory services and organ, tissue, and eye procurement in one location. Approximately 1,200 calls are fielded annually by the UNYTS call center. [...]

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