CallRex Speech Analytics: Automatically Analyze Recorded Calls Contact Telrex Request 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."

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Why Utilize Speech Analytics Services?

CallRex Speech Analytics™ services enable managers to mine valuable business information from the content of recorded calls.

Speech analytics allows companies to turn call recordings into a business asset, with actionable reports and valuable customer data. Companies can measure customer satisfaction, track agent effectiveness, unlock market intelligence, ensure compliance, and identify cross- and up-sell opportunities.

Contact Center Optimization

People remain the most expensive resource in the contact center. Maximizing their value means ensuring they are doing their jobs effectively. Speech analytics allows managers to track agent effectiveness and optimize call center activities.

Automatically analyzing recorded calls enables contact center managers to evaluate more calls in less time. By doing so, agent performance is tracked more frequently and training needs can be identified more quickly.

Speech analytics enables contact centers to reduce the dependency on "active listening" resources to review recorded calls. Trends can be quickly identified, allowing managers to refine agent processes and implement best practices for optimal call strategies and agent training.

Maximize cross- and Up-Sell Opportunities

For businesses with account representatives, call center agents and other sales professionals conducting business over the phone, CallRex Speech Analytics™ services can be used to automatically identify opportunities for cross- and up-selling.

For example, every time a specific product is mentioned, managers can identify if follow-on services were introduced to the customer.

Additionally, speech analytics can be used to automatically identify objections or missed sales opportunities, enabling managers to respond quickly. By doing so, businesses better identify how to increase sales, reduce sales cycles, and increase revenues.

Compliance Monitoring

For businesses that record calls for legal and regulatory compliance, CallRex Speech Analytics enables managers to automatically select calls to demonstrate a pattern of compliance.

Additionally, speech analytics can identify calls where compliance issues are evident, enabling managers to respond proactively before a problem occurs. Patterns may be identified to measure the effectiveness of training programs, as well as identify if corporate standards and processes are effectively implemented.

Unlock Market Intelligence

Sales and Marketing managers will appreciate immediate feedback on campaigns and competitive pressures. CallRex Speech Analytics services can help companies identify response patterns as well as automatically identify contact sources, allowing Marketing staff to gauge campaign and messaging effectiveness.

What are your customers saying about your products? Analysis of call recordings can detect product feedback and trends, allowing you to detect product dissatisfaction as well as collect market intelligence about product features and requirements. Spot trends to proactively resolve recurring product and process issues, while also increasing customer satisfaction.

Measure Customer Satisfaction

Studies continually show that it is more cost-effective to retain customers than recruit new customers. The most successful companies succeed because they proactively understand customer frustrations and respond to customer needs. Speech analytics services from Telrex allow you to gather valuable information from call recordings and understand why customers are dissatisfied. Our actionable speech analytics reports allow you to adhere to your commitments, address first call resolution failures, and retain customers.

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