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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

CallRex Call Recording Software Helps Keany Produce Cultivate Customer Service - Telrex Press Release

Keany Produce Harvests Customer Relationships and Identifies Trends with CallRex

[View printable press release.]

KIRKLAND, WA – October 28, 2008 – Telrex, provider of the award-winning CallRex™ suite of IP call recording and call center optimization solutions, today announced that CallRex call recording software has helped Keany Produce improve customer service processes and streamline dispute resolution. Telrex’s call center optimization solution helped Keany Produce stretch their current infrastructure while focusing their customer service efforts and pinpointing issues quickly using CallRex Call Recording™ software on their Mitel 3300 ICP system.

"We focus on quality, providing great service and responding to issues quickly. We always strive to get it right the first time," said Dawn Eastwood, director of IT for Keany Produce. With the CallRex call recording solution, live calls are used for quality monitoring, employee coaching, dispute resolution, and to identify customer and process trends.

"CallRex has allowed us to identify trends and correct issues or train agents," said Eastwood. "Using call recordings, we discovered issues that we hadn’t even thought of." When reviewing calls, managers discovered that customer service agents were not necessarily answering the underlying or unasked questions. Eastwood explains, "We heard customer exchanges where agents were continually answering the customer question 'how much does that include' with 'five pounds,' when the real question may have been 'how many servings are included?' We were able to identify this trend and coach agents to better respond to customer needs." Without the benefit of call recording software, and the ability to listen to real-life customer interactions, the company would not have the opportunity to fine-tune customer service and continue to improve relationships with employees, customers, and vendors alike.

A market innovator, CallRex supports over 20 PBXs and softswitches, more than any other call recording vendor. CallRex is an all-software IP call recording solution that utilizes innovative packet sniffing technology to identify and record VoIP traffic on the network. Learn more at www.telrex.com or call 425.827.6156 x2.

About Telrex
Telrex provides IP call recording and call center optimization software. CallRex supports IP telephony systems, VoIP softswitches and unified communications solutions from Mitel, Inter-Tel, Cisco, Avaya, Microsoft OCS, 3Com, ShoreTel, BroadSoft, Sylantro, Genband, Vertical, Digium|Asterisk, Pingtel, Fonality, TalkSwitch, Switchvox and more.

Telrex offers its award-winning CallRex suite of software through value added resellers worldwide. Learn more at www.telrex.com.

View printable version of press release or read the complete Keany Produce case study.

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