Business Services Industry

Telrex Announces CallRex Support for Cisco Unified Contact Center 7.0 Enterprise

Business Wire, Nov 13, 2006

Contact Centers Can Now Affordably Record Agents in Free Seating Call Center Environments

KIRKLAND, Wash. -- Telrex, developer of VoIP call recording and monitoring software for businesses using IP PBXs or hosted PBX services, today announced CallRex support for Cisco Unified Contact Center 7.0 Enterprise Edition. With this integration, 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 enhances the value of Cisco Unified Contact Center Enterprise deployments by allowing call recording for agents in free seating contact center environments.

"Telrex is committed to providing the leading call recording platform for Cisco's unified communications solutions," says Michael Gyger, senior product manager at Telrex. "CallRex was the first to support encryption in Cisco Unified CallManager 5.0 and has now expanded its customized call recording support for Cisco Unified Contact Center 7.0 Enterprise Edition. 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 advanced, affordable call recording solutions 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 allows managers to identify specific agent training needs and overall trends in their contact center. 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.

CallRex records agent calls by capturing voice packets as they pass through the Cisco Unified Contact Center 7.0 Enterprise Edition on a per call basis. CallRex, Telrex's flagship product, enables contact centers to record VoIP calls for training purposes, dispute resolution or regulatory compliance. For more information, visit www.telrex.com/callrex_content/cisco_contact_center_recording.htm.> About Telrex

Telrex is a provider of VoIP call recording and monitoring solutions for businesses and contact centers using IP PBX and hosted IP PBX services. CallRex supports the leading IP-based phone systems and softswitches including Cisco, Avaya, Nortel, 3Com, Mitel, ShoreTel, NEC, Siemens, BroadSoft, Sylantro, Tekelec, Vertical, Asterisk, Pingtel, Fonality, TalkSwitch, and Switchvox.