3rd party remote call monitoring is needed to ensure that call center agents are providing the best overall customer experience. Keeping in line with this idea, Enghouse (News - Alert) Interactive, the company that powers the CallRex suite of IP call recording and call center solutions has just released version 4.2 of its software. With this new release, companies that are leveraging Microsoft (News - Alert) Lync can gain access to multiple management solutions.
“Microsoft is pleased that Enghouse Interactive is continuing to enhance their CallRex Call Recording offer for Lync customers,” BJ Haberkorn, Lync group product manager at Microsoft said in a release. “With the addition of RT Audio support, CallRex can now extend its flexible and affordable quality management solution to cover employees working outside the corporate network without the call issues associated with the use of traditional telephony codecs.”
Some of the new capabilities included in version 4.2 include: conference-based active call recording which helps to promote the use of 3rd party remote call monitoring and does not require any additional software to work correctly, increased support for the RT Audio code and a much quicker and easier installation process.
“The CallRex suite of quality management solutions has had great success thanks to the efforts of our global partners and resellers. This release and the additions that we have made in our Microsoft Lync integration will open up opportunities in additional markets and give customers a quality installation experience and ROI,” Bruce Sherman, product manager for Enghouse Interactive added. “We received substantial feedback from our partner community that encouraged our decision to license the Microsoft RT Audio codec and add it to our list of standard codec support. We are excited about the 4.2 release, and we’re proud to provide CallRex software as a cost-effective and feature rich solution.”
BPA, a leading provider of 3rd party remote call monitoring recently stated that in 2012, 3rd party remote call monitoring will be advancing through reporting and the seamless integration of all aspects of call center reporting aspects including social media, call monitoring, CSAT, and more. To see the full report, click here.
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