Call center recording offers a number of benefits for centers looking to improve and enhance security of their operations. In the call center it is necessary to not only monitor agent interactions for the improvements of services but also to ensure regulatory compliance—a giant risk with great fines—are being met.  

 

To meet this need with greater ease, Telrex (News - Alert) a provider of IP recording and monitoring solutions for any business using an IP PBX or Hosted VoIP service, announced today the release of a new CallRex API.

 

The new release offers a solution for software developers with the ability to add real-time IP recording and monitoring capabilities to third party applications and gives access to the complete CallRex platform and features.

 

For the call center space, adding this new API to solutions is especially beneficial as it offers a way to record, playback and monitor agent phone calls and computer screens right from within the call center software.

 

This makes it easier to perform essential tasks in the call center and helps to enhance services by using recorded sessions for online training or performance measurement.

 

The solution, which can be applied to both premise-based solutions and hosted call center solutions also offers the ability to automatically record interactions on phone calls or computer screens based on criteria like agent ID, skills-based routing, Automatic Number Identification (ANI) and others, a news release noted.

 

The solution is also useful for CRM solutions as it offers the ability to link call recording with customer records and also provides improvements for other collaboration applications like the ability to record and monitor IP phone calls, chat, video and whiteboard sessions all from within the communication application.