Telrex, sellers of the CallRex IP call recording and call center products, reportedly announced that Keany Produce has adopted its call recording software for “improved customer service processes” and to “streamline dispute resolution.”
The call center optimization product is being used to help Keany “stretch their current infrastructure … using CallRex Professional software on their Mitel (News - Alert) 3300 ICP system,” Telrex officials say.
Dawn Eastwood, director of IT for Keany Produce, said the CallRex call recording product is intended to help with quality monitoring, employee coaching, dispute resolution, and to identify customer and process trends.
“CallRex has allowed us to identify trends and correct issues or train agents,” Eastwood said. “Using call recordings, we discovered issues that we hadn’t even thought of.”
Reviewing calls, managers discovered that agents were not necessarily answering the underlying or unasked questions. “We heard customer exchanges where agents were continually answering the customer question ‘how much does that include’ with ‘five pounds,’ when the real question may have been ‘how many servings are included?’” Eastwood says.
Here’s how Telrex diagrams CallRex Professional when it’s used on a single site:
Earlier this year, Telrex’s CallRex Release 3.5, a business-class VoIP call recording and monitoring product, was highlighted by one of TMCnet’s VoIP experts, company Chief Technical Officer and Vice President Tom Keating (News - Alert).
According to Telrex, the new release features a new distributed-services software architecture which adds more scalability, enhanced multi-site support, streamlined storage and archiving, and additional security.
Telrex claims that CallRex was the first VoIP call recording solution verified to record encrypted VoIP calls for Cisco (News - Alert) CallManager 5.0, and CallRex version 3.5 now provides additional security to ensure that call recording files cannot be secretly altered.
And almost exactly a year ago, as TMCnet reported, Telrex announced support for Microsoft (News - Alert) Office Communications Server 2007 and Microsoft Office Communicator 2007. The support means customers can record phone calls for regulatory compliance, dispute resolution, training and security.
“The ability to record and monitor calls has become a standard business practice for most every business today,” Bob Cordes, Telrex’s vice president of product management, said at the time. He said that via his company’s “strategic relationship” with Microsoft, “more business customers will be able to deploy Office Communications Server 2007 and Office Communicator 2007 because they will be able to record and monitor calls using CallRex software.”
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David Sims is a contributing editor for TMCnet. To read more of David's articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Michael Dinan