CallRex call recording software has saved time through streamlined quality assurance processes at Healthy Mothers, Healthy Babies Coalition of Georgia (HMHB).

 

By using the Telrex (News - Alert) solution on their ShoreTel IP telephone system, it closed off gaps in agent training in addition to covering legal liability.

 

“We thought that we were just going to record the calls in case we needed them for HR or legal purposes,” said Susan Milne, operations manager for HMHB of Georgia. “As a small organization, we didn’t realize that there would be such a benefit and time savings by using CallRex software.”

 

Telrex is a provider of CallRex suite of IP call recording and call center optimization solutions. CallRex supports IP telephony systems, VoIP softswitches and unified communications solutions from ShoreTel, Mitel, Inter-Tel, Cisco (News - Alert), Avaya, Microsoft OCS, 3Com, BroadSoft, Sylantro, Genband, Vertical, Digium, Asterisk, Pingtel, Switchvox, Fonality, TalkSwitch, and more.

 

Previously, HMHB managers coached agents using live monitoring techniques, but they were at the mercy of telephones, often waiting 30 minutes for a suitable call for assessment.

 

With the CallRex call recording solution, managers can set aside time each day to monitor calls and provide immediate feedback to agents. Using the CallRex client, recordings can be played back through users’ PC speakers, or exported and e-mailed as standard WAV files.

 

“We were spending a great deal of time waiting for calls to come in for live monitoring sessions,” Milne said. “Now, rather than waiting 30 minutes to live monitor an agent, our managers can listen to calls at their desk when their schedule permits. Our CallRex investment will pay for itself in the time saved by the management staff.”

 

CallRex is an all-software IP call recording solution that utilizes innovative packet-sniffing technology to identify and record VoIP traffic on the network. CallRex API enables custom integration of the CallRex platform with business and communications applications. Telrex offers its CallRex suite of software through value-added resellers worldwide. Learn more at www.telrex.com.