Customer Stories: VoIP Call Recording Success Stories Contact TelrexRequest 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
  • 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."

  • Town of Smyrna "It's fantastic that the Council can now rely on us to provide accurate customer documentation. Calls are easy to search and retrieve within CallRex,"
    - James Markow,
    IS manager, Town of Smyrna

  • "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

Customer Case Study

"The software as a service model helps us manage our cash flow. We can provide call recordings for our client's projects without having to make a large up-front software investment."

- Drew Clauson
President
Kindred Partners, LLC

Kindred Partners Delivers Quality Service

CallRex Call Recording Software Used by Kindred to Document Calls and Monitor Call Center Success

View a printable version of the Kindred Partners case study.

Kindred Partners focuses on business process co-sourcing (BPC): creating value by leveraging the distinct strengths of two partnering organizations. While traditional business process outsourcing focuses mainly on the "out" or moving a process "out of mind" or "out of sight," co-sourcing focuses on the "sourcing." Companies that co-source with Kindred develop a tight relationship with a key partner by balancing in-house direction with Kindred's business process management services and best practices. Kindred provides BPC support to customers, including document imaging, indexing, redaction and retrieval, and an outbound call center for customer service.

Companies that utilize Kindred's services are able to focus on their core competencies and can rest easy knowing that Kindred is handling the company's administrative details expediently and correctly. Ultimately, Kindred provides clients rapid access to business information and seeks to enhance the quality of their business.

In an effort to provide additional services to clients, Kindred expanded their offerings to include outbound customer support services. The company added a call center to its portfolio of services, providing primary customer service calls for financial services institutions. Kindred installed Fonality's Trixbox IP telephone system. The flexible phone system allowed Kindred to employ an Asterisk Gateway Interface (AGI) for outbound dialing, connection to a custom database, and the implementation of CallRex Call Recording™ software.

Partnering for Success

Many of Kindred's clients are in the financial services industry and require the use of call recording for call auditing and quality tracking on their projects. To meet their client's requirement for call recording capabilities, Kindred turned to Telrex. Working with the Telrex team for sales and implementation, the company's needs were quickly uncovered and a solution was identified. "The relationship that we developed with Telrex was definitely more professional than the other places that we worked with. Telrex made it easy for us to discover our needs and implement the software through a well defined and managed process," stated Drew Clauson, president of Kindred Partners.

Flexible Solution

Telrex offers the CallRex Call Recording software suite through subscription-based pricing, allowing companies like Kindred to take advantage of powerful call recording software with lower up-front costs. "The software as a service model helps us manage our cash flow. We can provide call recordings for our client's projects without having to make a large up-front software investment," said Clauson. Using subscription-based licenses, Kindred can pay for the licenses that they need over time, decreasing the company's capital expenses and allowing the company to pay for licenses as the company grows.

Telrex's subscription-based licenses include access to technical support services and product upgrades throughout the life of the subscription contract, so Kindred can rest easy knowing that their software is supported.

Easy and Intuitive Software

"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," stated Clauson. Using CallRex Call Recording software, managers are able to live monitor calls, initiate recordings, or quickly search and retrieve calls. The CallRex client presents managers and supervisors with the real-time status of employee phones; showing which telephones are in use, which are being recorded and monitored, as well as the call length, caller ID information, outbound number dialed, and more.

CallRex Call Recording software is installed on a stand-alone Windows Server, allowing Kindred to ensure the reliability of their contact center software and maintain a central repository of call recordings. Packet sniffing technology is employed by CallRex Call Recording software to identify and record VoIP network traffic. When a call is initiated or received, the associated packets are recorded by CallRex software. CallRex Call Recording is non-intrusive, using port mirroring on the network switch to copy and record the VoIP traffic on the network.

Defining Success

Kindred Partners regularly takes on a variety of projects for clients, and is often measured on the volume of calls completed and the quality of the calls. Monitoring and auditing the calls has helped Kindred to meet or exceed their service level goals and to deliver quality information to their clients. "One of Kindred's market differentiators is our ability to provide high quality service at a competitive price point," said Clauson. CallRex Call Recording software is one of the tools that the company uses to ensure that they regularly deliver quality service.

About Kindred

Kindred Partners LLC is a privately held Limited Liability Company headquartered in Columbus, Ohio. Established in 2005, Kindred specializes in document management services in the public and private sectors. Kindred provides full service business process co-sourcing solutions performed within the United States of America. Learn more about Kindred Partners at www.ikindred.com.

About Telrex

In addition to call recording, Telrex also provides call center optimization solutions designed specifically for small and medium businesses, such as:

Founded in 2000 to address the rapidly growing need for VoIP recording and monitoring, Telrex pioneered the VoIP call recording market with the release of CallRex software. CallRex was the first packet-based, VoIP technology to record and monitor telephone calls on IP or IP-enabled telephone systems.

Telrex is privately held with corporate headquarters in Kirkland, Washington.

Learn more about Telrex's call recording solutions for Fonality systems.


View a printable version of the Kindred Partners case study.

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