Call Recording & Quality Monitoring: Dispute resolution, regulatory compliance, workplace productivity and security. Contact TelrexDownload Free Evaluation Software

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

  • "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
  • GlobalFit "We use CallRex to enhance training and improve quality, and we later realized that we could also make good use of the system for dispute resolution."

  • "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."
  • "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."
CallRex Professional: IP Call Recording & Monitoring
CallRex Professional
IP Call Recording &
Monitoring
CallRex Multi-Media: IP Call Recording and Monitoring
CallRex Multi-Media
Computer Recording &
Monitoring
CallRex Speech Analytics: Automatically Analyze Recorded Calls
CallRex Speech Analytics
Automatically Analyze
Recorded Calls
CallRex Agent Evaluation: Call Scoring, Reporting & Analysis
CallRex Agent Evaluation
Call Scoring, Reporting &
Analysis

Achieve Regulatory Compliance Through Call Recording and Monitoring Technology

Every industry can benefit from call recording and monitoring. Many industries have legal requirements—such as Sarbanes-Oxley for publicly traded companies in the United States, or FSA regulations for financial institutions in the United Kingdom. Call recording and monitoring is an easy, affordable way to demonstrate a pattern of compliance and to improve customer interactions, regardless of your industry.

Below are examples of how call recording can help meet specific industry regulations, including financial services, healthcare, and energy.

Financial Services Regulations

CallRex ensures compliance with multiple privacy regulations governing financial services companies—from the Gramm-Leach-Bliley Act to regulations from the Financial Services Authority (FSA), Federal Trade Commiussion (FTC), Securities Exchange Commission (SEC), and even the USA Patriot Act.

Financial Services Authority (FSA)

In the United Kingdom, the Financial Services Authority (FSA) published new rules requiring financial firms to record telephone conversations and other electronic communications in the UK. Beginning in March 2009, firms will be required to record telephone conversations and electronic communications relating to client orders, and equity, bond, and derivatives market transactions. All recordings must be retained by the firms for a minimum of six months.

Gramm-Leach-Bliley Act, USA Patriot Act

CallRex helps companies comply with the Gramm-Leach-Bliley Act and the USA Patriot Act, Section 326, which requires companies to maintain records of how they verified customer identities and tracked customer transactions. Many of these regulations require that sensitive information is secure and confidential. Using call recording software, managers can insure that agents are following verification procedures.

Accounts Recovery Corporation (ARC), a Telrex customer, gained a competitive advantage, realized a cost savings in storage costs, and secured their verbal transactions with CallRex. ARC's general manager, Joe Polard, commented:

"CallRex enables us to ensure that verbal communications with clients and customers can be documented as accurately as written communications. For example, we are able to capture the verbal commitments of debtors to adhere to payment plans and we are able to instantly find and review every such record as necessary. Today, businesses are being held to a higher standard of accountability and CallRex gives us a strong measure of control that we didn’t have before."

Financial services companies can implement call recording technology to confirm transaction requests and rest easy, knowing that their recordings are securely stored on their networks and searchable in the event of an audit or other issue.

HIPAA Compliance for Healthcare Companies

CallRex helps facilitate Healthcare Information Portability and Accountability Act (HIPAA) compliance, ensuring the privacy and security standards protecting private health information and confidential conversations. HIPAA regulations are enforced by the Department of Health and Human Services, with criminal penalties ranging from $50,000 to $250,000.

In addition to assisting with HIPAA compliance, CallRex Professional helped one regional medical office address security concerns and improve patient care through call monitoring, and increased employee productivity by using recorded calls for training and as an objective employee performance measure.

"Good Faith" Reporting and Energy Trading

CallRex addresses a variety of regulations governing energy buyers, sellers and traders. For example, the Federal Energy Regulatory Commission (FERC) mandates “good faith” reporting of trading data, such as keeping all relevant trading data for a minimum of three years. Call recordings can be used in data reporting, and for trade verifications.

Learn more about CallRex call recording and monitoring solutions:

Download a free 14-day software trial today or contact Telrex to learn more about how we can help you achieve regulatory compliance with call recording and monitoring software solutions.

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