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3rd Party Remote Call Monitoring Feature

April 28, 2011

City of Pensacola Implements CallRex Call Monitoring Solution in Contact Centers

By Susan J. Campbell, TMCnet Contributing Editor

Third party remote monitoring is a tool a number of companies can leverage to try and drive improved efficiencies, streamlined performance and higher levels of quality customer service. Telrex, an Enghouse (News - Alert) System company, offers the CallRex suite of IP call recording and contact center optimization solutions to meet the growing need in the broader market.

According to this latest company release, Telrex’s (News - Alert) CallRex platform has been selected by the City of Pensacola, Florida for their ShoreTel IP telephone system. The City of Pensacola worked with Verteks Consulting, a Florida-based voice and data networking company and Telrex, to implement the call monitoring solution in the city’s seven contact centers.

"As we planned the telephone system for City of Pensacola, it was clear that CallRex Call Recording was an ideal solution for the project," said Don Gulling, president of Verteks Consulting, in a statement. "CallRex Call Recording software is easy-to-use and affordable, and will help meet the City's needs for liability, quality assurance, and supervisor recording."

The CallRex software for third party remote call monitoring will be used by the City of Pensacola in its contact centers that serve such areas as Energy Services of Pensacola, the airport, police and fire, City Hall, housing, and treasury departments.

"We are delighted to be participating in the City of Pensacola project with our reseller, Verteks Consulting," said Jim Roark, vice president of sales and general manager for Telrex. "Together with our reseller community, Telrex is continuing to provide cost-effective Web-based call recording and monitoring solutions for companies of all sizes."

The CallRex Call Recording software solution is designed to be an advanced platform positioned for those companies seeking to deploy effective, efficient and affordable call recording and monitoring technologies within their environments.

Telrex is offered through multiple license options, demonstrating that the company has lowered the barrier to entry to call recording and contact center optimization solutions. The CallRex platform delivers access to call recording technologies and supports IP telephony systems, VoIP softswitches and unified communications solutions from companies such as Avaya, Asterisk, Vertical, ShoreTel, Microsoft, Cisco, Mitel (News - Alert), Fonality and more.

Verteks Consulting is a Florida firm providing reliable and secure voice and data networks for business and government clients. The company’s focus is on unified communications, HD video conferencing, and advanced networking solutions that improve efficiency, reduce costs, increase competitiveness and improve customer service.


Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Chris DiMarco
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