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June 30, 2011

Agent Performance Enhanced with Latest CallRex Release

By Susan J. Campbell, TMCnet Contributing Editor

Agent performance in the call center can make or break overall operations. As such, call center managers must provide the necessary tools, training and coaching to ensure agents can perform at optimal levels at all times.

To help in the process, Telrex (News - Alert) has introduced the CallRex 4.1 Call Recording software. Telrex, an Enghouse (News - Alert) Systems Limited company and provider of the CallRex IP call recording suite and contact center optimization solutions, has designed this latest release to include newly added security options.

These granular options make it easier for customer companies to create an environment that is compliant with the Payment Card Industry Data Security Standards (PCI (News - Alert)-DSS). With this compliance in place, agent performance can more easily be optimized.

"Enabling customers to secure call recordings and the sensitive customer data within the recording files was a central focus in our CallRex version 4.1 development efforts," said Bruce Sherman, Telrex product manager, in a statement. "We have expanded the levels of security options in the software, secured our network-level communications, added ways for customers to forensically audit critical system events like user adds, changes and deletes, and simplified our methods that enable customers to create standards compliant environments .

“The focus on security is part of our growth initiative this year and satisfies the expanding demands of companies to fully capture all aspects of their customer interactions for quality management, while limiting their liability," Sherman added. 

With the updates to the CallRex 4.1 release to optimize agent performance, call centers gain access to improved password storage in the database; secure client/server network communications; 256-bit file encryption with dual key controls for decryption; pause controls for prevention of recording protected information; a full audit trail of all system events; and complete updates to the CallRex API.

A core component of the CallRex Quality Management Suite, the CallRex Call Recording is positioned as an affordable quality monitoring solution. Companies managing call centers and customer service divisions can benefit from the agent performance capabilities of this suite, including call recording, monitoring and agent evaluation software. Version 4.1 is designed to further improve a company’s ability to securely capture customer interactions and monitor calls to drive improvements in all processes.

Customers with active Telrex Platinum Support can access the latest agent performance release. For more information, customers are advised to visit the company’s website or contact Telrex directly.       

Susan J. Campbell is a contributing editor for TMCnet and has also written for To read more of Susan’s articles, please visit her columnist page.

Edited by Chris DiMarco

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