Call Center Recording

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Call Center Recording Feature Article
 

July 02, 2008

Executive Q & A: Jim Roark, Vice President of Sales at Telrex

TMCnet News,

 

Q: What software solutions does Telrex (News - Alert) provide?
A: Telrex provides IP call recording and call center optimization software. CallRex call recording software supports IP telephony systems, VoIP softswitches and unified communications solutions from Cisco, Avaya, Nortel, Microsoft OCS, 3Com, Mitel, ShoreTel, BroadSoft (News - Alert), Sylantro, Genband, Zultys, Asterisk, Pingtel, Fonality, TalkSwitch, Digium, Switchvox and more. CallRex API enables custom integration of the CallRex platform with business and communications applications.
 
Q: What trends are you seeing in IT spending for voice over IP (VoIP) solutions?
A: With budgets being tightened, we are seeing a renewed focus on smarter spending – investing in technologies that will directly improve customer satisfaction and will scale with changing business needs.
 
Q: How does your technology fit into these initiatives?
A: We have seen increased interest in our “pay-as-you-grow” subscription-based pricing because the licensing model allows customers to simply pay a monthly fee for the number of users being recorded. Many call centers are seasonal in nature, and subscription-based licensing allows companies to appropriately spend budget dollars during seasonal lows and react to the changing business environment. Subscription-based licensing gives companies the opportunity to turn what may have once been a large capital expenditure into a monthly, predictable operating expense. Now, CallRex solutions can be implemented without sacrificing expenditures on training, staffing, and infrastructure. Businesses utilize call recording and monitoring for dispute resolution, employee training, customer service, regulatory compliance and to address security concerns.
 
Q: From your perspective, what key elements should customers look for when selecting a technology vendor?
A: Flexibility. Seek out vendors that offer flexible licensing options, like subscription-based licensing, and that work with a variety of PBX and telephony vendors. Technology is constantly changing, and you want a vendor that will grow with you. In addition, make sure that your vendors are versed in multiple platforms, so that they can assist you with multiple projects and installations as needed.
 
Certification. Vendors that have achieved certification from telephony vendors like Avaya, Cisco (News - Alert), and 3Com, have likely gone through extensive testing on the telephony platforms. Certified solutions help to give you peace of mind that your installation will go smoothly.
 
Customer service. Look for vendors that treat you as a partner from the first interaction to after the sale has closed. As a call recording vendor, we are in the business of helping you provide superior customer service, and it is our job to set a good example from start to finish.
 
Q: Are Telrex software solutions certified with any telephony vendors?
A: Yes, the CallRex suite has been certified on multiple platforms from vendors like Avaya, Cisco, 3Com (News - Alert), Mitel, and more. In addition, we have partnered with companies like Microsoft, Siemens, Nortel, NEC, and others so that we can continue to innovate together in VoIP technologies.
 
Jim Roark is the vice president of sales at Telrex. Mr. Roark has more than 15 years of experience managing direct and indirect sales organizations within the technology industry. In addition to owning and managing his own company, Jim has held several sales and channel management positions at companies such as Avnet Hallmark, EMC2, GE Access, Sybase (News - Alert) and Performance Enhancement (a Cisco IP telephony partner).
 
Learn more about Telrex at www.telrex.com or call 425.827.6156 x2.
 


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