Call Center Recording

Telrex (News - Alert), the provider of the CallRex suite of IP call recording and call center optimization solutions, has announced CallRex Multi-Media Release 3.7 optimized for formal and informal call centers.

As a call center recording application, CallRex Multi-Media software provides live monitoring of employees’ computer screens, records screenshots, logs web activity, tracks e-mails sent and received, and provides comprehensive reporting on individuals and groups.

The CallRex Multi-Media Release 3.7offers extensive enhancements for call center recording activities. Such improved features include desktop live monitoring and screenshot recording, enhanced e-mail support, and enhanced tracking of both browser-based applications and internet activity on Internet Explorer 7.0

As an integrated companion module to CallRex Professional IP call center recording and monitoring software, CallRex Multi-Media is designed for managers who train employees, monitor performance and provide insight into customer interactions.

“CallRex Multi-Media 3.7 is ideal for all types of businesses that want to enhance customer satisfaction and accelerate employee training,” said Bob Cordes, VP Product Management at Telrex, in a Wednesday statement.

This new release scales to support thousands of users across multiple locations, and runs within the CallRex distribution services software architecture to provide a scalable and reliable software solution for effective call center recording.

CallRex also enables managers to live monitor, record and playback comprehensive customer interactions from anywhere on the network based on configurable permissions and access rights. 

“We use CallRex Multi-Media to monitor new agents by reviewing both the call and recording screen shots from the agent’s computer,” said Robert Byrne, Director of Customer Service at Missouri Employers Mutual, in Wednesday’s statement. 

”This feature gives us a more complete picture of the customer interaction and has become a part of our monthly Quality Service Evaluation process.” MEM is Missouri's number one provider of workers compensation insurance.

The list price fir CallRex Multi-Media 3.7 call center recording solution is $99 per sear with quantity discounts available. The solution requires CallRex Professional IP call recording and monitoring software. This latest release is available as a free upgrade for existing CallRex Multi-Media customers with a current Telrex Platinum Support contract. 

Call center recording today is so much more than just listening to a phone conversation between the agent and the customer. Call centers are interacting with customers through multiple channels and managing those interactions with computer applications. In order to effectively monitor activities and measure performance, the call center recording application must be able to capture all activity and communications related to a particular call.

Telrex understands this need in the call center and has taken an innovative approach to its solutions to ensure that they meet the needs of the call center, before these needs become problems. As a result, call center recording activities can be maximized to gain value from customer interactions.