Call Center Recording

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Call Center Recording Feature Article
 

December 19, 2007

Telrex Releases CallRex Professional IP Call Recording Software

By Susan J. Campbell, TMCnet Contributing Editor

 

Telrex (News - Alert), provider of the CallRex suite of IP call recording and call center optimization solutions, has announced today a solution interoperability validation of CallRex Professional IP call recording and monitoring software.
 
This latest release of the software is validated with the 3Com (News - Alert) VCX Enterprise, VCX for IBM System I, VCX Connect 200 and VCX Connect 100 line of IP telephony platforms.
 
CallRex achieved the 3Com Solution Validation through comprehensive testing completed in the 3Com Open Network Solutions Lab.

CallRex software is designed to enable recording and monitoring of IP voice calls on the VCX line of IP telephony platforms. Businesses throughout every industry vertical market have realized the benefits of using call recording and monitoring for dispute resolution, customer service quality, employee training and security.

Software-based IP call recording and monitoring offers additional benefits as it leverages the business’ investment in IP telephony to enable a simplified, affordable and easy-to-manage solution.

"3Com is dedicated to supporting full-featured, scalable solutions through the 3Com Open Network Program -- 3Com|ON -- for seamless integration with the 3Com portfolio," said Anna Dorcey, Vice President of 3Com Technology Partner Programs, in a Wednesday statement.
 
"Call recording and monitoring has quickly become a standard and necessary business application that our customers benefit from implementing, and we applaud Telrex for achieving the 3Com Solution Validation through rigorous interoperability testing with our VCX IP telephony platforms."
 
As a premium member of the 3Com|ON Partner Program, Telrex works closely with 3Com to provide their combined solutions to value-added resellers and business customers throughout the world.

"We are seeing growth in business customers who require call recording and monitoring and are moving to IP telephony," said Jason Waldrop, CEO of CWPS, a leading value-added reseller of 3Com voice platforms and CallRex solutions, in Wednesday’s statement.
 
"Because CallRex software leverages the VCX IP telephony platform, we can offer a comprehensive IP voice solution that scales from small business through enterprise customers."
 
An all-software IP call recording and monitoring solution, CallRex Professional offer a unique distributed services software architecture that enables scalability to thousands of users across multiple locations.

The solution also uses innovative packet sniffing technology and features SIP-based integration with 3Com VCX IP telephony platforms to deliver an efficient and highly reliable call-control connection.
 
CallRex provides unlimited, on-demand and rules-based call recording; live monitoring; advanced search and retrieval of recorded calls; multi-level access control; centralized
management with flexible storage and archiving; and digital watermarking for audit trail integrity.

"Telrex was one of the first members of the 3Com|ON Program and we are pleased to have achieved the validation of interoperability for CallRex with the VCX platforms," said Robert Kapela (News - Alert), President of Telrex, in Wednesday’s statement.
 
"We see tremendous worldwide opportunity with VCX and we look forward to enabling resellers to continue leveraging our CallRex suite with 3Com voice solutions."

While call recording and monitoring has long been an effective tool in the contact center to ensure consistency, quality service and proper employee training, this technology has also been used by a variety of businesses throughout multiple industries to gain value from the practice.

As more and more companies understand the benefits of call recording, the demand continues to grow. With this growth is also the demand for IP-based solutions that integrate effectively into new and legacy systems. Telrex has answered the call with CallRex Professional IP and will likely help to continue to drive demand for its solutions.

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users.

Today’s featured White Paper (News - Alert) is titled
VoIP Doesn’t Require Any Phone Equipment Investment, brought to you by Accessline.

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