CallRex Call Recording Now Supports ShoreTel Office Anywhere

Teleworking, including for work-at-home contact center agents and supervisors alike has just become easier, more productive, with improved staff performance and quality assurance and is now more versatile and cost effective for owners or would-be purchasers of ShoreTel’s (News - Alert)routing and unified communications solutions.

Telrex, provider of the CallRex suite of IP call recording and contact center optimization solutions announced that CallRex Call Recording software now supports the ability to record ShoreTel Office Anywhere calls through integration with ShoreTel TAPI/WAV (News - Alert)technology.

ShoreTel’s Office Anywhere feature lets users assign their office extension to an external telephone and still reap the many benefits of IP-based communications, including robust call recording and live monitoring capabilities with CallRex software. The remote workers’ devices assumes the identity and capabilities of their regular office extension, so they can work from home or other locations without losing functionality or call documentation with CallRex Call Recording. Managers can continue to coach employees, regardless of their location, using the live monitoring feature of CallRex Call Recording software.

CallRex Call Recording now supports two types of TAPI-based integrations with ShoreTel IP telephony systems, offering ShoreTel customers the flexibility to implement call recording without having to purchase additional hardware or sacrifice their preferred network configuration. With the TAPI/WAV integration, call audio and data are sent directly from the ShoreTel switch, allowing CallRex to record and monitor Office Anywhere and external calls. Telrex’s (News - Alert) standard TAPI-based integration, on the other hand, utilizes port mirroring and allows CallRex to record and monitor both internal and external calls.

The Telrex/ShoreTel move is timely. With more firms bringing their employees such as their contact center agents home to cut costs and boost productivity, enabling cost-effective call recording just as these staff were in traditional employer-subsidized on-premise offices is key to making this shift a success. At the same time increasing compliance needs plus growing demand to gain market insights and bolster productivity by analyzing calls means that more calls must be recorded regardless of employees’ location. The integration also makes ShoreTel’s solutions more attractive, thereby improving marketplace choice for firms seeking products that support home/remote workers.

“At Telrex, we are constantly striving to meet the changing needs of our customers and partners. We’re introducing this new integration to further facilitate call recording and monitoring in ShoreTel environments,” said Robert Kapela (News - Alert), president of Telrex. “Telrex is committed to providing affordable contact center optimization solutions that are easy-to-use and add value to our customers. With a proven track record, Telrex was one of the first call recording vendors to be named to the ‘Customer Proven’ and ‘Partner Proven’ levels of the ShoreTel Technology Partner Program.”

Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.

Edited by Kelly McGuire