Customer Stories: VoIP Call Recording Success Stories 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."

  • 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
  • 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."
    - 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

"Telrex was really proactive. Our CallRex installation went smoothly, and the software is very easy to use."

- James Markow
Information Systems Manager
Town of Smyrna, DE

Town of Smyrna Improves Call Documentation and Reduces Disputes with CallRex

View a printable version of the Town of Smyrna case study.

The Town of Smyrna is nestled 12 miles outside of Delaware's state capital, Dover, and 30 miles south of the business center of Newark, NJ and Wilmington, DE. In 2007, National Geographic Adventure magazine named Smyrna one of the best small towns to live and play in because "Smyrna is a hub on the Atlantic Flyway, the eastern seaboard's major migrating bird route"1 and is near nature trails and tidal flats in the Bombay Hook National Wildlife Refuge on the Delaware Bay.

Prudent Progress

Smyrna was settled prior to the American Revolution, and was a major shipping hub for grain, lumber, peaches, and eventually fertilizer. The original town was less than one square mile. Today, the town has grown to three times of its original size, and is home to approximately 9,000 residents. The historic town prides itself in a small town atmosphere and highly desirable quality of life for families and homeowners.

The town is also committed to "prudent progress," and as such, has taken on the task of upgrading its physical and technological infrastructure in anticipation of future growth demands. "While we are a small town, we have always been given the latitude to introduce new technologies in order to improve our processes and save money," said James Markow, Information Systems Manager for the Town of Smyrna. One of the technology improvement initiatives included upgrading to a voice over IP (VoIP) telephone system, giving the town flexibility and room for economical growth. Smyrna chose to implement a Cisco Unified Communications Manager (CallManager) system, a powerful call processing solution that replaces PBX (private branch exchange) and key systems with unified communications while cutting costs and streamlining maintenance. The Town also included CallRex™ call recording software in their infrastructure upgrade.

Preventing "He Said, She Said," Situations

Previously, Town employees did not have ready-access to reliable call recording capabilities, as only four telephone lines were enabled with call recording software. So, when an employee felt that a call needed to be recorded for liability or other purposes, they had to transfer the call to one of the four designated telephone lines. Otherwise, the call would not be recorded by their system. "The lack of consistent documented calls led us to have many 'he said, she said' situations where our customers would complain to the Town Council about our service, and we couldn't back their claims up," stated Markow. Customer service ratings suffered, and the town employees needed a way to consistently and properly document their calls.

Upon the recommendation of their Cisco reseller, MTM Technologies, Smyrna implemented CallRex call recording software. The reseller and Town IT staff worked with Telrex to install the solution. "Telrex was really proactive," stated Markow. "Our CallRex installation went smoothly, and the software is very easy to use." The solution includes full-time recording on all inbound and outbound calls for all employees of the Town of Smyrna, giving the staff peace of mind that all of their interactions are properly documented.

CallRex is an all-software IP call recording solution that supports multiple telephony systems including: Cisco Unified CallManager, CallManager Express, Unified Communications 500, and the enterprise edition of Cisco Unified Contact Center 7.0. The CallRex software solution is certified to support encrypted calls with CallManager 5.0, and also supports Skinny and TAPI integrations with CallManager 4.x, 5.x, and 6.x.

CallRex utilizes innovative packet sniffing technology to identify and record VoIP traffic on the network. When calls are initiated or received, CallRex begins to record the associated packets and enables real-time monitoring of the calls.

The CallRex client presents managers and administrators with the status of employees' phones, showing which phones are in use, which phones are being monitored and recorded, as well as call time, caller ID, outbound number dialed and more.

CallRex does not integrate directly with the IP telephony system; instead it utilizes port mirroring at the network switch to copy and record VoIP traffic on the network.

Providing Accurate Customer Interaction Information

When a customer issue is uncovered, call recordings are retrieved to identify what happened during the customer interaction. "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," said Markow. With CallRex, managers and administrators can use multiple search criteria to quickly locate calls. Call recordings can be played back through users' PC speakers, or exported and e-mailed as standard .WAV files.

"I can also live monitor the calls and provide immediate feedback to our staff about their customer interactions," said Markow. The result has been improved customer service training for the Town staff, and the Town Council can accurately respond to complaints, as they have access to complete documentation of the telephone interaction.

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 in 2000. CallRex was the first packet-based, VoIP technology to record and monitor telephone calls on IP or IP-enabled telephone systems.

CallRex is certified to support encrypted calls with CallManager 5.0. CallRex also supports Skinny and TAPI integrations with CallManager 4.x, 5.x, and 6.x. CallRex was one of the first call recording solutions certified by Cisco to record encrypted calls in Cisco CallManager 5.0.

 

Telrex is a member of the Cisco Technology Developer Program.

Telrex was selected by Cisco to be a member of the Cisco Technology Developer Program. With installations around the world, CallRex Professional and CallRex Express continue to be preferred call recording solutions for the Cisco CallManager.

Telrex is privately held with corporate headquarters in Kirkland, Washington. Learn more about Telrex's call recording solutions for Cisco systems.

View a printable version of the Town of Smyrna case study.

1"Best Places to Live + Play: Small Towns" by Dan Koeppel , originally published in National Geographic Adventure on September 2007 at http://www.nationalgeographic.com/adventure/relocating/best-places-to-live-2007/small-town/small-town.html

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