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3rd Party Remote Call Monitoring Feature

January 11, 2012

Enghouse Interactive Launches Software with 3rd Party Remote Call Monitoring Functionality

By Jamie Epstein, TMCnet Web Editor

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.”

Beginning this month, users can begin to get familiar with this solution that already have an active Telrex (News - Alert) Platinum Support Plan.

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.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO East 2012, taking place Jan. 31-Feb. 3 2012, in Miami, FL. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. To register, click here.

Stay in touch with everything happening at ITEXPO. Follow us on Twitter.


Jamie Epstein is a TMCnet Web Editor. Previously she interned at News 12 Long Island as a reporter's assistant. After working as an administrative assistant for a year, she joined TMC (News - Alert) as a Web editor for TMCnet. Jamie grew up on the North Shore of Long Island and holds a bachelor's degree in mass communication with a concentration in broadcasting from Five Towns College. To read more of her articles, please visit her columnist page.

Edited by Carrie Schmelkin
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