Enghouse Interactive, developer of the most comprehensive portfolio of interaction management solutions, announced recently the availability of version 4.3 of the CallRex Quality Management Suite. Designed for businesses seeking affordable quality assurance solutions for their IP telephony, version 4.3 includes a new reporting infrastructure, enhanced archiving functionality, cradle-to-grave interaction capture, Active Directory integration, and new support for Microsoft’s Hyper-V virtualization server.
“The 4.3 release of the CallRex Quality Management Suite represents our most aggressive effort to strengthen the feature set to provide added value to our existing, long-term customer base at no additional cost and to build a solution for continued growth into new global markets,” said Bruce Sherman, product manager for Enghouse Interactive. “We are committed to continuing our innovation of the CallRex Quality Management Suite and are excited to share the expanded enterprise functionality of our product line.”
New Reporting Functionality
CallRex Quality Management Suite contains a customizable dashboard interface that provides companies with improved business insights, generating reports on important business metrics including total talk time, number of calls by agent, or the busiest times for calls by area code, prefix or DNIS. Reports can be automatically created and e-mailed to line of business managers or exported in a variety of file formats.
Improved Network Integration and Administration
CallRex Quality Management Suite now offers two user authentication methods offering administrators the ability to integrate authentication with their Active Directory or enabling unique CallRex login credentials. Administrators can import users from Active Directory, streamlining the user set-up within the CallRex Quality Management Suite. Additionally, CallRex Quality Management Suite now supports Microsoft’s Hyper-V, allowing organizations to maximize their investment in virtualization tools and transition to the cloud.
Administrators will benefit from improved archiving functionality, enabling them to archive recordings by a specific date or schedule when a specified amount of data storage has accumulated, or based upon the agent assigned to the interaction.
Cradle-to-Grave Interaction Recording
CallRex Quality Management Suite offers multiple recording options, including full-time, triggered and on-demand recording. In version 4.3, managers and administrators can track an interaction from cradle-to-grave, with visual cues in the interface connecting independent conversations for customer interactions that have been transferred between agents.
The CallRex Quality Management Suite is an affordable quality monitoring and recording solution from Enghouse Interactive. Call recording, monitoring, and agent evaluation software are integral tools for companies with customer service and customer experience management initiatives.
In July 2012, access to this latest release will be automatically available to all customers with an active CallRex Platinum Support Plan. For more information about CallRex software, contact [email protected] or visit http://www.telrex.com/quality-management.htm