IP telephony is becoming mainstream because of its cost savings and its greater flexibility compared with TDM to support agents and supervisors working in any environment: bricks-and-mortar centers, satellite offices, retail locations, and their homes.

 

One of the leading IP telephony-enabling solutions is Cisco’s Unified Communications (News - Alert) Manager. It encompasses every combination of applications, devices, networks, and operating systems for up to 30,000 users. It delivers voice, video, mobility, and presence services to IP phones, media processing devices, VoIP gateways, mobile devices, and multimedia applications.

 

To translate the interactions via IP telephony into quality customer care requires call recording. To that end Telrex has enhanced its CallRex call recording software and has completed interoperability testing with Cisco (News - Alert) Unified Communications Manager 7.0 via a third party so that their users can use the CallRex solution. Telrex has Solution Developer level membership in the Cisco Developer Network Program.

 

The certified CallRex Call Recording software solution now supports recording using forked audio on Cisco Unified Communications Manager systems. With forked audio, companies no longer have to set up port mirroring within their telephony environment. A duplicate audio stream is sent directly from the Cisco IP phones to the call recording server. Call recording via packet-sniffing technology using Cisco’s Skinny protocol is also available from Telrex (News - Alert). CallRex Call Recording software is customizable, allowing companies to tailor their recording installation—whether using forked audio or packet sniffing—to suit their business and network needs.

 

CallRex call recording software is an advanced, yet affordable, solution for small, medium, and enterprise-class companies that were previously unable to afford call recording technology. Offered through monthly subscription-based licenses, Telrex has lowered the barrier of entry to call recording and contact center optimization software solutions. The subscription-based licensing model includes access to technical support, maintenance, and upgrades throughout the life of the subscription contract.

 

CallRex supports other IP telephony systems, plus VoIP softswitches, and UC solutions. These vendors include but are not limited to 3Com (News - Alert), Avaya, Asterisk, BroadSoft, Fonality, Genbad, Microsoft OCS, Mitel, ShoreTel, TalkSwitch, and Vertical.

 

“Telrex is one of the only vendors to offer customers two methods for call recording, through either forked audio or packet sniffing,” says Telrex president Robert Kapela (News - Alert). “Companies know that if they select CallRex Call Recording software, they have a flexible solution to meet all of their call recording needs.”