Call recording solutions are essential to the proactive assessment of your customer service operation. The technology offers archival support for the documentation of best practices that can be used as examples during the training process. OrecX’s call recording and quality management platform not only offers the basics you’d expect from a call recording solution, but with an open sourced platform can allow users to program and customize the product to their exact specifications.

Adding to the already highly customizable nature of the platform, OrecX has announced that its software will now support BroadSoft’s (News - Alert) Broadworks Service platform. The upgrade will allow BroadSoft users to deploy the OrecX open source recording applications, saving both time and money over proprietary alternatives.

“Customers have embraced Oreka applications because of their ease of deployment and use, the non-restrictive nature of deploying a commercial open source application, and the competitive and flexible pricing model that aligns itself with customer operating models,” says Bruce Kaskey (News - Alert) co-founder and chief marketing officer for OrecX in a press release accompanying the announcement. “OrecX applications enhance the backbone of the VoIP infrastructure.”

BroadSoft offers telephony solutions for some of the largest companies in the telecommunications space. The addition of the OrecX support will give these companies a new option for supporting their call recoding and customer service strategies. Both, for example, will gain the option to utilize Oreka TR and Oreka QM.

Oreka TR is a complete call recording tool that records and stores events, including the ability to retrieve recordings by time or date, inbound or outbound phone number, call length, or other customized criteria. Oreka QM is a quality management tool that enables real-time performance measurement to facilitate training and agent performance improvement. It includes the ability to collect both real-time and historical performance information from multiple business systems to filter them and return relevant performance indicators.

These utilities as well as OrecX’s full line of quality assurance and call recording software is now available to those utilizing the Broadsoft platform.

Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.

Edited by Janice McDuffee