Telrex's CallRex Speech Analytics Goes SaaS

Telrex, makers of the CallRex suite of IP call recording and call center optimization solutions has made its CallRex speech analytics application more affordable and flexible with its new hosted/software-as-a-service (SaaS (News - Alert)) CallRex Speech Analytics consulting services.

 

Telrex’s (News - Alert) ‘pay-as-you-go’ model, with no capital outlays, allows companies like yours to reap the benefits of speech analytics without purchasing and maintaining expensive speech analytics technology and dedicating your staff to reviewing and analyzing recordings.  You can gain a competitive edge by hearing and recalling the voices of your customers and in doing so giving these your most valuable assets a voice within your organization without busting your budget.

 

Hosted speech analytics tools like CallRex Speech Analytics consulting services can therefore help make a difference in how well your firm weathers today’s challenging economy. With CallRex Speech Analytics consulting services you can discover cross- and up-sell opportunities, uncover trends within customer interactions, and gain market insights. You can also find ways to optimize contact center productivity and performance by identifying and tracking trends in agents’ interactions. With this information your centers can hike first call resolution rates, find ways of shortening interactions while maintaining and enhancing customers’ experiences, resolve any service quality issues, and boost customer satisfaction.

 

Telrex’s expert speech analytics consultants work with businesses like yours to determine what drives your customers’ behavior; they identify sales opportunities and can improve customer satisfaction. They also monitor calls for compliance, and leverages call recordings as a business asset. The consultancy-led engagements are tailored to each company’s business needs and removes hours of human interaction from the call analysis.

 

CallRex Speech Analytics consultations are offered in three packages. These are Standard Analysis for up to 200 hours of calls, Enhanced Analysis for deeper business analysis with a 14-day engagement, and Custom Analysis engagements for regularly scheduled such as monthly or quarterly or in-depth consultations and analysis of up to 1,000 hours of calls. Actionable reports will be provided at the culmination of each engagement.

 

CallRex offers access to call recording technologies, supporting IP telephony systems, VoIP softswitches and unified communications solutions. These suppliers include, but are not limited to, Asterisk (News - Alert), Avaya, Broadsoft, Cisco, Fonality, Genband, Inter-Tel, Microsoft OCS, Mitel, Pingtel, ShoreTel, Sylantro, TalkSwitch, 3Com, and Vertical.

 

“By offering speech analytics as a service, we are lowering the cost of entry and making speech analytics technology accessible to businesses of every size,” said Robert Kapela (News - Alert), president of Telrex. “Now companies can give customers a voice within their organization and quickly respond to market needs as identified in their daily recorded interactions.”