The contact center’s role as an enabler of customer service has always been driven by metrics. But, are we now seeing fundamental changes in how performance is measured? We still ask ourselves how long our customers have to wait for a response, or for an answer to their problem. We still ask ourselves how productive [...]
Providing exceptional customer experience requires an exceptional staff of customer service associates. That is why there is such a strong correlation between improving quality management in the contact center and improving the customer experience being delivered by your company. While routing applications address getting an interaction to the right agent resource, quality management helps contact [...]
Yesterday my colleagues and I hosted a public Web event where we discussed and demonstrated the new features of Enghouse Interactive Quality Management Suite (formerly CallRex) version 5.0. Were you able to join us? If you were unable to attend the event, or would like to view the presentation again, you’re in luck! Click here to [...]
Today Enghouse Interactive announced the release of our next generation Quality Management Suite version 5.0. I wanted to take to the blogosphere to say a few words (okay, more than a few) that the usual press release format doesn’t really allow me to get away with. This release and the subsequent releases leading up to it has [...]
Today, we announced our latest release of the CallRex Quality Management Suite, version 4.3. We are particularly proud of this release, as we see this as an essential milestone for us is due to the breadth of the content we have added and the extent of the additional value our product suite delivers to customers. Not only have we made enhancements to some existing features but we’ve built in all new critical business functionality. We have invested in and improved the CallRex Quality Management Suite as the demands of the market have changed and the needs of our customers shift as they grow.
Enghouse Interactive has partnered with ContactBabel to bring you the 2012 ContactBabel Decision Makers’ Guide. The following is an excerpt from the Guide discussing new customer service media channels for contact centers. For the past decade, there has been increasing desire within contact centers to improve upon customer satisfaction and experience, in order to keep customers loyal [...]
Telrex, an Enghouse Systems company, announced today that CallRex Call Recording software has completed validation testing with the ShoreTel IP telephone system. Telrex received the ShoreTel Validated designation after completing comprehensive testing with the ShoreTel Innovation Network. “We are pleased that Telrex achieved validation as part of the ShoreTel Innovation Network – extending the value [...]
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 [...]
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.