Outbound Call Center Featured Article

Enghouse Intros New CallRex Workforce Management Software

By Jyothi Shanbhag
TMCnet Contributor

Enghouse (News - Alert) Interactive, a company offering CallRex suite of IP call recording and contact center optimization solutions, has introduced the latest CallRex Workforce Management solution, which is aimed to meet the needs of small- to medium-sized businesses.

The company has brought in the new CallRex Workforce Management software as a 4.0 version to match the complementing products in the CallRex Quality Management Suite. This solution is ideal for organizations to graduate from the manual and inefficient methods used to predict and schedule complicated workforces.

In addition, the Version 4.0 of CallRex Workforce Management inherits various other integration options, allowing customers to leverage the real-time and historical data in their call center solutions. The company suggests that the CallRex solution can be configured to integrate with call center solutions such as Syntellect (News - Alert) CIM and many other products on the market.

“There is a tremendous amount of operational waste that takes place in call centers of all sizes due to poor scheduling,” said Bruce Sherman, product manager for Enghouse Interactive.

Sherman said that the cost impacts of overstaffing and/or overtime can be as much as 20 percent of a company’s operating budget and there are other factors that can be more efficiently managed with a workforce solution like CallRex, which can improve agent schedule adherence, productivity, management time efficiency, turnover rates, and staff morale.

According to Enghouse Interactive, the CallRex solution is not complicated to adopt and learn, and offers faster return on investment. Organizations can use different user interfaces in the module to create real business managers who want to quickly and clearly build forecasts and schedules, and measure real-time results and the impact of fluctuating schedules and customer activities.

Enghouse Interactive is a subsidiary of Enghouse Systems Limited, a software and services company and serves thousands of customers worldwide, supported by a global network of partners and more than 600 dedicated staff across the company’s 16 international operations.

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