CallRex Workforce Management: workforce optimization software for contact center forecasting and employee scheduling. 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."


  • "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."
  • "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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Optimize Staffing with CallRex Workforce Management Software

Gain a distinct advantage over your competition with powerful scheduling and forecasting tools.

CallRex Workforce Management software has been developed with small- and medium-sized businesses in mind. The affordable solution allows companies to optimize schedules using historical call data and “what-if” simulation scenarios.

Flexible Configuration Options

Configure schedules based upon your business needs. Managers can build an unlimited number of groups or team splits, each with unique service objectives and guidelines. Multiple sites and time zones can be managed from a single interface, and you can set hours of operation by day of the week and service level goals down to 15-minute intervals.

Utilize Historical Data for Accuracy

Call data from your ACD can be uploaded to CallRex Workforce Management software, allowing you to capture your company's workload and time statistics. Data collected can be changed, appended, copied, and reported on through maintenance features within the software. The Quick Data Builder option allows you to get started without ACD data, as managers can create forecasts and schedules with a quick estimate of call volumes. Optimized schedules can be created in a matter of minutes!

Forecast Agent Requirements

Take activities like incoming calls, e-mail, and other non-call activities into account as you are creating forecasts. Real-life effects like shrinkage and abandonment can be accounted for in forecasts, and agent requirements can be calculated for each 15-minute time period to meet service level goals. Seasonal and holiday volumes can be accounted for by creating Distinctive Day histories, and what-if scenarios allow you to see how a change in call volume or other variables would affect service levels and staffing. You can even predict agent occupancy based upon anticipated load and suggested staffing levels.

Customize Shifts and Schedules to Meet Business Needs

With CallRex Workforce Management software, managers can create customized shifts and schedules to meet forecasted employee needs. Reports and charts help management simulate staffing schedules to identify shortcomings in existing schedules. Individual schedules can be adjusted to handle unique staffing situations, like catalog mailings or increased volume due to business seasonality. The costs of all generated employee shifts can be calculated to produce accurate budgets.

Balance Staffing with Employee Assignments

The scheduling engine within CallRex Workforce Management software allows employee assignments based upon ranking, preference, and availability. Specific durations can be allocated for employees to handle a variety of non-call work, like order entry or responding to e-mail. Employee templates can be leveraged to adjust agents with similar skills and attributes.

Accommodate Exception and Vacation Planning Needs

Managers can plan ahead for agent unavailability and training with CallRex Workforce Management's built-in vacation and training planner. Quickly view an entire year's calendar to determine the best dates for additional staff training or vacations. Rapidly schedule even the most complicated of repeating exceptions or rotating schedules. Automatically determine optimal meeting times based upon employee schedules and your evolving business needs.

Streamline Decision Making with Intuitive Reports

CallRex Workforce Management allows users to print reports for everything that can be seen on screen and more. Intuitive charts and graphs help managers visualize data, simulate schedules, and make informed staffing decisions. Reports are available on a variety of topics, including service level goals, unassigned agents, and more. Easily export reports in dozens of formats, including Adobe PDF and Microsoft Excel.

Learn more about CallRex workforce optimization solutions:

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