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CallRex Call Recording Support for Asterisk To Attract Multiple Industry Customers
TMCnet Contributing Editor
Telrex, a developer of call recording and monitoring software for small and medium businesses and casual call centers that utilize IP PBXs or hosted PBX services has announced CallRex support for Asterisk, the industry’s first open source IP PBX.
Asterisk is banking on the addition of the CallRex suite of IP call recording products to help attract customers in virtually any industry seeking to record calls for regulatory compliance, dispute resolution or training purposes.
Robert Kapela, president of Telrex stated that the company is pleased to be the first call recording solution for Asterisk. As Asterisk continues to expand its market presence, customers have come to expect support for standard business applications, such as call recording.
Kapela went on to add that Telrex is committed to providing call recording to open source IP PBX users, particularly those customers with a legal obligation to record their calls.
The CallRex suite of products is positioned to be cost-effective, full-featured, software-only IP-based call recording solutions. For every Asterisk phone call recorded, CallRex products save detailed information. Multiple search criteria can be used to locate specific call recordings. Criteria available include date/time, user name, inbound number, caller ID or flagged name or value. Recorded calls can be viewed according to day, week, month or custom date range.
Call center managers will be able to track Asterisk calls from multiple locations through a single interface as the CallRex Professional supports call recording across various sites. Managers will also be able to use CallRex Professional Multi-Media Add-On to monitor and record everything agents are doing on their computers in addition to what they are saying on the phone.
As a provider of call recording and monitoring solutions for small and medium businesses using IP PBXs or hosted IP PBXs, Telrex and its CallRex supports IP-based phone systems and softswitches for such companies as Cisco, 3Com, Mitel, ShoreTel, Nortel, Avaya, NEC, Zultys, Sylantro, BroadSoft, Tekelec and Vertical.
It will be interesting to learn the success of the CallRex suite and the available opportunities in the market. Sure, there are particular contact centers that are required by law to record their calls and this type of solution will be applicable in that environment.
However, studies have shown that call recording and monitoring is still an area that is lacking in many contact centers as they have either ignored the process or not considered it a top priority and therefore, it is done sporadically at best.
While call recording and monitoring can be one of the most effective ways to measure effectiveness of the call center, Telrex may consider positioning its solution along with promoting the benefits of call recording. Assisting in the generation of the need will certainly help in securing more of the market.
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