Connecting People in New Ways, Anytime, Anywhere
Partner Solution Brief
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.
Partner: Telrex
Website: www.telrex.com
Partner Size: 500 employees
Country or Region: United States
Industry: Professional services—
Software engineering
Partner Profile
Telrex provides IP call recording and
contact center optimization software
designed for businesses of all sizes.
Solutions include call recording,
computer recording, workforce
management, and agent evaluation
software. The CallRex suite of software is
offered through value added resellers
worldwide.
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.
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
For more information about Telrex‘s
products and services, call (425) 827-6156
or visit the website at:
www.telrex.com
Designed for businesses and
contact centers, CallRex Call
Recording is an innovative, fullfeatured 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 highquality 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
This solution brief is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS
SUMMARY.
Document published October 2010
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.