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Telrex Enhances Video Capture in CallRex Computer Recording Version 3.9
June 23, 2009
What agents do on screen (i.e. their desktops) is as important as what they say, especially as customers and agents alike increasingly utilize e-mail, chat, and SMS. How these employees key into data, flick screens, and navigate pages can make a difference in productivity and in reducing embarrassing service-detracting errors. By the same token, top performers can offer positive examples for the rest of the teams to follow that raises results for the entire organization.
Telrex has made capturing, monitoring, reviewing, and analyzing desktop interactions easier with version 3.9 of its CallRex Computer Recording software. Version 3.9 includes full-motion video capture, including voice and data, as well as the ability to live monitor employee desktops or take screen snapshots at pre-determined intervals throughout the business day. Full-motion videos, synced with call audio, provide, it says a holistic view into customer interactions, allowing contact center managers to identify positive experiences or areas for training. The flexible desktop analytics software solution enables companies to capture desktop images and videos to assess the complete employee-customer interaction.
Companies use computer recordings for comprehensive quality monitoring and employee performance optimization, says Telrex (News - Alert). Average call handle times and post-call wrap-up times can be reduced through streamlined business systems and data entry processes.
Contact center managers can discover where additional employee training is required or which systems require fine-tuning by observing employee computer use. Live monitoring and full-motion videos can provide valuable insight into the flow of business systems. The complete customer interaction—including the desktop video and the phone conversations—can be exported to be attached to e-mail, CRM records, or other business systems to provide an audit trail or training clips for quality monitoring.
CallRex Computer Recording software is available immediately and is offered through affordable subscription-based licensing. Telrex also offers IP call recording and workforce optimization solutions.
“CallRex Computer Recording software empowers companies to capture complete customer interactions, enhance employee productivity, and provide an audit trail for increased customer satisfaction and security,” sayd Robert Kapela (News - Alert), president of Telrex. “With desktop monitoring software, companies can streamline their business processes, resulting in improved customer service and increased employee productivity, and impact their bottom line.”
In other news, Telrex recently released version 3.8 of CallRex Workforce Management software. As TMCnet reported, the flexible IP-based software solution automates the workforce management experience, providing the scheduling and forecasting tools companies need to optimize staff.
Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.
Edited by Amy Tierney
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