Telrex Offers Integration for CallRex Workforce Management and Fonality's OBXtra Call Center Solution

Telrex, a provider of the CallRex suite of IP call recording and call center optimization solutions, has announced the availability of an integration solution between CallRex Workforce Management software and Fonality’s PBXtra Call Center solution.

This integration will ensure CallRex is able to capture real-time call queue information, which is used to forecast and schedule call center staff automatically based on a company’s service level goals.

“CallRex Workforce Management software enables companies of all sizes to optimize their contact center staff and plan for business fluctuations,” said Robert Kapela (News - Alert), founder of Telrex, in a statement. “When paired with the advanced call routing features in Fonality’s PBXtra Call Center solution, companies can maximize their staff and manage call volumes more efficiently.”

CallRex Workforce Management software builds a historical database of workload and work time statistics based on information gathered from the Fonality (News - Alert) PBXtra Call Center Edition. Relying on the historical data to forecast incoming calls, e-mails and other non-call activities, optimized call center staffing schedules are created.

The program takes into account real-life effects, such as abandonment, shrinkage and seasonal call volumes in order to create schedules that best meet the needs of businesses. With the ability to test “what-if” scenarios, the CallRex Workforce Management software allows for assessing the impact call volume or staffing changes have on call center productivity and service level goals.

“With the release of this integration, Telrex (News - Alert) is helping users harness the valuable contact center information gathered by their Fonality phone system, allowing them to streamline operations and make informed staffing decisions,” said Corey Brundage, vice president of marketing and product management at Fonality. “Telrex’s subscription-based licenses allow companies of all sizes to take advantage of powerful contact center solutions at an affordable price.”

Workforce Management software features multi-skill forecasting, agent scheduling, vacation and exception management tools, a graphical agent roster, and an intuitive user interface. With accurate forecasts, managers can ensure the right people are always in the right place to serve customers when they need it.

CallRex Licenses for CallRex Workforce Management software are available on a monthly subscription-basis, permitting companies of all sizes to take advantage of powerful scheduling software at an affordable price.

Telrex is beefing up its industry image with its call recording options. Last month, TMC’s Tom Keating (News - Alert) mentioned the company’s CallRex software in an article supporting options for extending the value of Microsoft (News - Alert) solutions in the enterprise. CallRex was included as it extends the value of Office Communicator 2007 by making recorded calls accessible at the desktop.

 

The company also announced the release of CallRex Computer Recording Version 3.9 in June of this year. This solution is designed to be a scalable and desktop-based database management solution that will assist the enterprise in recording desktop pictures and videos to capture customer/company interactions.