Founded in 2000, Transportation Solutions Group uses custom-developed asset tracking software, integrated within a call center to provide a full service transportation brokerage that specializes in moving expedited and time-sensitive freight. Obviously, in such a business, service and capacity are an issue.
The group has about 80 employees, with 50 agents in the call center and 30 in back office, development and management. And TSG required a VoIP call recording tool that worked with both the Cisco (News - Alert) IPCC and Cisco Call Manager platforms to assist in general operations management and enhance operational metrics.
The company's call recording was driven by four primary areas. Not all companies have the same needs, of course, their four areas might not be your four areas. Their included risk mitigation, quality management of the customer experience, training of the call center agent and operational and performance analytics.
Oreka TR’s open source core meant that TSG could install the VoIP call recording software and test it to make sure Oreka TR could meet TSG’s needs within the Cisco call center environment: “It was simple to download and implement Oreka TR’s call recording application.During the pilot, OrecX was responsive to our requests for enhanced functionality and were able to develop these features before the pilot was completed," said Eric Rempel, Chief Information Officer
So a unified interface for Oreka’s TR call monitoring, playback, and reporting capabilities was integrated into TSG’s existing CRM application. Oreka TR also provided a unified view of both the Cisco IPCC and the Cisco CallManager, breaking down the reporting barriers that exist between the two systems. TSG officials say they saved nearly $200,000 by deploying Oreka TR VoIP call recording software. Last May TMC's (News - Alert) Anuradha Shukla wrote that I6NET Solutions and Technologies Limited, a company specializing in the development of new applications and communications, announced a partnership with Orecx to integrate their products for the Asterisk (News - Alert) telephony platform.
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Chris DiMarco