Tag Archives: workforce optimization

Quality Management Suite Web Event

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 [...]

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Next Generation of the Quality Management Suite

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 [...]

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Call Recording for Small Businesses

Previously, I posted the article “Are Smaller Companies Exposed from a Lack of Call Recording?” The following is part two, discussing how smaller businesses may benefit from adding call recording capabilities. Improve Training & Customer Service Delivery Beyond minimizing vulnerabilities, call recording can and should be a tool to improve the quality of customer interactions. [...]

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Are Smaller Companies Exposed from a Lack of Call Recording?

Most people are familiar with the message “This call may be monitored or recorded for quality assurance or training purposes.” It is seemingly ever present when you call into the contact center for any large company. But call into a smaller company and you are unlikely to hear it. Why is that?

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The “New” Brand You Probably Already Know

In recent months, you have probably seen Enghouse Interactive mentioned in various articles and white paper offerings. But you may be saying to yourself, “who or what is Enghouse Interactive?” The name may be new, but chances are that you already know one or more of the interaction management brands that make up Enghouse Interactive. This article will provide a high-level view of the who, what and why behind the new brand you probably already know.

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CallRex Quality Management Suite Version 4.3

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.

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New Video: Call Recording, Workforce Management, and Quality Management Software

From call recording to quality monitoring, and workforce management, Telrex can help you improve your customer service, leverage your IP telephony investments, improve productivity, and adhere to industry regulations. View the Telrex product overview to learn more about our call recording and monitoring, quality management, computer recording, and workforce management offerings: >> View the video now.

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Using Desktop Analytics to Audit Workflows

Today, Marketing guru Seth Godin posted on his blog about the importance of stepping back and evaluating your work processes. He suggests that you find someone to observe you while working for an hour. Then, say “tell me five ways I can save an hour a day.” This process, Godin argues, will pay for itself [...]

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Announcing CallRex Version 4.1

Today, Telrex announced the availability of CallRex Call Recording version 4.1. Focused on customers’ need to create a Payment Card Industry Data Security Standards (PCI-DSS) compliant call recording environment, the release includes more granular security options. “Enabling customers to secure call recordings and the sensitive customer data within the recording files was a central focus [...]

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Programming Power

Some may not be aware but Telrex have a very robust Application Programming Interface (API) available for the CallRex 4.0 product. CallRex API enables developers to extend the functions of the CallRex software to other applications. This means, in simplistic terms, the API allows CallRex to talk to other applications directly. The benefit of this is that organizations can leverage their investments in disparate applications to create a cohesive union of interaction activities. This also enables the type of automation that helps facilitate processes that might otherwise be susceptible to the shortcomings associated with manual processes.

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