IT News and Views

Mertek Award

INNUA's attendee-driven Innovation Award winner is Mertek Industries for their Evo6 Patch Cord. It removes the most vexing roadblock in network setup and troubleshooting, the need to trace individual cables by hand.

Every cord comes equipped with a Trace Button and LED in each end of the cable. One press of either Trace Button starts the LEDs in both ends flashing, making swift and easy identification possible. The flashing can be stopped instantly with a second press of either button or the LEDs can be allowed to time out.

CallRex 3.9

Telrex announced version 3.9 of CallRex Computer Recording software. It enables companies to capture desktop images and videos in order to assess the complete employee-customer interaction.

Companies use computer recordings for comprehensive quality monitoring and employee performance optimization. Average call handle times and post-call wrap-up times can be reduced through streamlined business systems and data entry processes. Contact center managers can discover where additional training is required or which systems require fine-tuning by observing employee computer use. Live monitoring and full-motion videos can provide valuable insight into system flow. FThe complete customer interaction, including desktop video and telephone conversation, can be exported to be attached to email, CRM records or other systems to provide an audit trail or training clips for quality monitoring.

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