TMCnet News
Telrex Announces CallRex Support For Cisco Unified Contact Center 7.0By David Sims TMCnet Contributing Editor Telrex (News - Alert), a developer of VoIP With this integration, Telrex officials say, "call centers can now trigger their CallRex recordings with Cisco Unified Contact Center Enterprise Agent ID and DNIS fields." CallRex's ability to record agents based on their Agent ID is meant to enhance the value of Cisco Unified Contact Center Enterprise deployments by allowing call recording for agents in free seating contact center environments. Michael Gyger, senior product manager at Telrex, said CallRex has frequently been deployed alongside Cisco Unified Contact Center, and "now this custom integration will make it easier for our joint Cisco-Telrex resellers to offer call recording products that help them close contact center deals." By recording calls "by agent" instead of "by phone," CallRex will track all of a given agent's conversations regardless of which phone they log in to the contact center with. Combined with CallRex Agent Evaluation, tracking calls associated with a specific agent. CallRex Agent Evaluation allows managers to evaluate and score phone calls made regardless of the agent's location in the contact center. These calls can then be reviewed with call center agents to ensure the appropriate training is consistently applied. In September the Kirkland, Washington-based firm announced CallRex Hosted, what officials term "the first hosted VoIP CallRex Hosted is designed specifically for Service Providers. CallRex Hosted is deployed in the Service Provider’s operations center integrating directly with the VoIP softswitch Ronald Raffensperger, senior vice president of marketing at Sylantro Systems noted that CallRex Hosted "expands the number of clients our service providers can work with, as many businesses will simply not use hosted VoIP services if they cannot record their calls." David Sims is a contributing editor for TMCnet. For more articles please visit David Sims' columnist page. |
