The rate at which contact centers are going hosted is increasing rapidly today. Agents are working from remote places like their homes and the need for giant in-house infrastructure to run a call center is no longer the case. But just because there aren’t the traditional brick and mortar facilities, doesn’t mean delivering consistent quality services, and training to achieve those desired results is not still needed.
Call recording is an indispensable tool for call centers as it offers a way to resolve disputes, remain compliant and even provides agents with improved training materials.
To meet this need, Telrex (News - Alert), a provider of call recording solutions, offers CallRex Hosted, a VoIP
recording and monitoring service for providers.
The solution allows providers to offer their customers hosted call center applications with call recording capabilities that meet their needs.
With the call center recording software it possible to record the calls of agents located anywhere, including at home. It also features the ability for each tenant to choose when to record with an automatic recording trigger" as well as flexible storage options that allow a single CallRex Hosted server to support multiple tenants in a partitioned database, among other functionalities.
With call center recording options, managers and supervisors are able to effectively monitor conversations as well as utilize recordings to help agents improve skills and meet their job requirements better.
The Telrex CallRex Hosted solution is deployed at the service provider's network operation center and is integrated with their hosted softswitch
in order to receive audio and call control packets. With VoIP call recording in place in the hosted call center environment, it becomes easier to manage and conduct successful call center operations.
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Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.