Telrex: IP Call Recording and Contact Center Optimization Contact TelrexRequest Free Evaluation

CallRex Customers

  • Upstate New York Transplant Services "We use CallRex call recordings to train staff on live calls, allowing them to get a glimpse of 'real-life' situations."
    - Margaret Cosentino,
    VP, Information Services, UNYTS
  • "Since we have moved to CallRex call recording, we have not had a major technical issue, the product has proven to be very user-friendly and easy to administer and support."

    - Elizabeth Beasley, Director, Ambulatory Access Center, University Physicians
  • Engineered Protection Systems "CallRex is rock solid for recording calls, and it worked perfectly from the beginning."

    - Eric Hoskinson,
    director of technology, Engineered Protection Systems, Inc.
  • "CallRex is very easy to use. The software has proven to be a turnkey solution for us."


  • "CallRex makes us successful because managers are able to retrieve and listen to calls and quickly identify problems"

    - Dawn Eastwood,
    director of IT, Keany Produce
  • "We looked at a lot of different solutions, and CallRex had all of the features that we were looking for. CallRex software is easy and intuitive."
    - Drew Clauson,
    president, Kindred Partners

  • "Our CallRex investment will pay for itself in the time saved by the management staff."

    - Susan Milne, Operations Manager, Healthy Mothers, Healthy Babies Coalition of Georgia
  • U.S. Oil Co., Inc. "CallRex has been priceless in helping us to bring accountability to the dispute resolution process."
    - Tom Kriplean, Technology Director,
    U.S. Oil Co., Inc.
  • "We chose to move to CallRex call recording software because it was a proven, certified solution for our ShoreTel system, and the solution was very cost effective."

    - Don Gregory, Information Technology Manager, United Supply Co.
  • Colorado Department of Corrections "I recommended CallRex for its ability to record and monitor IP calls and for its affordability."
    - Ron Wiseman, IT Manager, Colorado Department of Corrections

New Version Available: CallRex Agent Evaluation Version 3.9

Telrex unveils improved contact center optimization and quality monitoring solution.

[View printable press release.]

Kirkland, WA–February 1, 2010– Telrex, provider of the CallRex™ suite of IP call recording and call center optimization solutions, today announced the release of CallRex Agent Evaluation™ version 3.9. An easy-to-use, web-based quality monitoring solution, CallRex Agent Evaluation enables managers to implement customized performance scorecards and provide objective feedback on employee phone calls.

Redesigned with the contact center manager in mind, CallRex Agent Evaluation features integrated user administration, flexible evaluations, and built-in reports to monitor performance trends. CallRex Agent Evaluation leverages a single administration point and database with CallRex Call Recording™, streamlining user administration and reducing the storage space required. Administrators can set-up access rights, user profiles, and recording triggers directly in CallRex Call Recording and the rights will flow through to CallRex Agent Evaluation.

CallRex Agent Evaluation uses a flexible framework; managers can create an infinite number of scorecards and implement more than one answer structure within an individual scorecard. Each scorecard is marked with a version number so managers can update scorecards to reflect changing business needs without affecting existing evaluations or rebuilding scorecards from scratch. To ensure consistency and understanding across evaluators, definitions can be added to each scorecard question.

Calls can be selected for evaluation using multiple filters, or random calls can be chosen with the click of a button. Multiple call recordings can be added within individual evaluations in order to accurately assess the total customer experience. Additionally, evaluators can drag-and-drop audio bookmarks onto questions, providing concrete examples of when agents excel at skills or require additional coaching. Built-in reports also offer insights into performance trends, employee progress, areas for training, and evaluator consistency.

"Evaluating employees does not have to be a complicated or time-consuming process. CallRex Agent Evaluation simplifies quality monitoring and delivers reports that help companies improve customer service," said Robert Kapela, president of Telrex. "CallRex Agent Evaluation is another example of Telrex's commitment to providing affordable contact center optimization solutions that are easy-to-use and add value to agent evaluation and coaching programs."

CallRex Agent Evaluation software is available immediately through authorized Telrex resellers. Offered through either subscription-based or perpetual licenses, Telrex has lowered the barrier of entry to call recording and contact center optimization software solutions. Learn more at http://www.telrex.com/agent.htm or call +1.425.827.6156 x2.

About Telrex

Telrex provides IP call recording and call center optimization software. CallRex offers affordable access to call recording technologies, supporting IP telephony systems, VoIP softswitches and unified communications solutions from Cisco, ShoreTel, Microsoft OCS, Mitel, Fonality, 3Com, Avaya, BroadSoft, Vertical, Asterisk, TalkSwitch, and more. Telrex offers its award-winning CallRex suite of software through value added resellers worldwide. Learn more at www.telrex.com or call 425.827.6156 x2.

View printable version of press release.

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