Callrex Call Recording Is the Easy and Affordable IP Call Recording and Monitoring Solution

CallRex Call Recording is the easy and affordable IP call recording and monitoring solution for IP telephony and unified communications systems such as Microsoft Lync Server 2010.

CallRex Call Recording is an innovative, full-featured IP call recording and monitoring software solution. Working with Microsoft Lync Server 2010, CallRex software brings IP voice recording to the desktop, extending compliance, training, and productivity benefits to organizations of all sizes.

This solution brief is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.
Document published October 2010

Business Needs

The demand for call recording has increased dramatically in recent years as businesses work to improve customer service, agent productivity, and security concerns. Many companies now must also comply with legal requirements such as the Health Insurance Portability and Accountability Act (HIPAA), the Gramm-Leach-Bliley Act, the Sarbanes-Oxley Act of 2002, and SEC regulations.

Solution

Designed for businesses and contact centers, CallRex Call Recording is an innovative, full-featured VoIP call recording and monitoring software solution. With CallRex Call Recording, customers can record and monitor—silently and in real time—an unlimited number of telephone calls, either automatically or on demand for selected calls. On-demand recording can begin at any time and capture the entire conversation. Call recording can also be automatically triggered by user name, extension, caller ID, number and name, percentage of inbound and outbound calls, area code, prefix, suffix, and wildcards.

The scalable business solution can be managed as a single system from any location and supports multisite deployments. Administrators can assign individual and group access rights for monitoring, recording, and playback on a per-user basis.

With CallRex Call Recording, customers can save detailed information about every recorded call including description, notes, flagged name, and flagged value.

Recordings can be saved locally, attached to email, or linked to CRM. They can be found quickly using multiple search criteria including: time and date, user name, inbound caller ID, name and number, outbound number dialed, flag name or value, and designated recording group. Call recordings are played back through the user’s PC speakers.

Benefits

By taking advantage of CallRex Call Recoding software along with Microsoft Lync Server 2010 customers can gain the following benefits:

Improve Employee Productivity and Customer Service

Using CallRex Call Recording has proven effective in evaluating and improving employee productivity. Reviewing recorded calls with call center employees and other front-line workers provides managers with a powerful training tool and a concrete, objective measure of employee performance coach with recorded examples of high-quality customer service. With CallRex Call Recording, managers can ensure that employees provide the positive customer interactions that are at the heart of a successful business.

Meet Legal Obligations

Recording telephone activity provides a degree of legal protection to both the company and the consumer. CallRex Call Recording software helps companies limit liability by documenting verbal requests and authorizations, verifying contractual compliance and arbitrating customer disputes.

In regulated industries, CallRex Call Recording software plays a key role in many companies' ability to verify compliance with HIPAA, the Gramm-Leach-Bliley Act, the Sarbanes-Oxley Act, and other regulations that require comprehensive information security planning by affected companies.

Increase Security

The majority of business security threats are created by employees intentionally or unintentionally distributing confidential information. Workplace monitoring and recording encourages employees to be more aware of what they are saying and doing, which helps prevent unauthorized dissemination of confidential information.

Companies can validate call recording files and identify tampering for audit-trail integrity using digital watermarking.

In the event of a disagreement, CallRex Call Recording provides an undisputable record of call activity to help identify the source of the problem and prevent recurrence.

This solution brief is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.
Document published October 2010