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Customer Success: Engineered Protection Systems Secures Commitment to Customer Service

CallRex Call Recording and Monitoring Software Utilized to Document Calls and Improve Customer Service Delivery

Engineered Protection Systems (EPS) is a family-owned security firm in Grand Rapids, MI. Founded in 1955, the company has grown to a multi-state company with eight offices and thousands of satisfied customers, and ranks amongst the top 30 largest security providers in the United States. The company is customer-focused, and prides itself on taking an “old-fashioned approach” to helping customers – they talk to them instead of requiring customers to navigate unwieldy self-service Web sites or automated phone trees. On average, calls are answered by a real person in less than 30 seconds. EPS is staffed 24 hours per day, seven days a week, and fields calls within a central call center.

>> View the full EPS case study.

EPS had previously recorded calls using an analog call recording solution, but in concert with technology upgrades, EPS chose to leverage the IP capabilities of their ShoreTel system and move to IP telephones, allowing EPS to utilize one port on their voice switch for five telephone lines rather than one port per analog telephone line. Initially, EPS selected a different recording vendor, but the solution did not provide reliable extension-to-extension recording and provided inconsistent results. Working with Millennia Telecom, EPS tested three additional solutions, and eventually selected CallRex software as their call recording solution.

“The installation was excellent. CallRex was up and running very quickly with no problems. CallRex is rock solid for recording calls, and it worked perfectly from the beginning.” – Eric Hoskinson, director of technology for Engineered Protection Systems, Inc.

Read the complete Engineered Protection Systems case study to learn how CallRex call recording software helped Engineered Protection Systems. Like EPS, many organizations can realize immediate benefits from pairing IP telephone systems with CallRex call recording software. Telrex can help you demystify call recording technology, and show you how you can unlock key trends within your customer interactions.

Published in call recording ShoreTel Telrex