OrecX, a provider of audio capture for analytics and machine-based learning, announced its new Oreka RA (Remote Agent) call recording software for at-home and remote-working agents. In a time when over 70% of customer service agents are working remotely, this software provides contact centers, enterprises and service providers with abilities to best monitor, manage and control the recording of their customer interactions for quality assurance, compliance adherence, order verification and dispute resolution.
Oreka RA provides full control of and access to remotely recorded interactions so they can be shared with 3rd party AI solutions for transcription and customer experience and speech analysis. This allows organizations to get the most out of their customer conversations.
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"Throughout the course of this pandemic and beyond, it is apparent that the traditional contact center has transformed into a distributed environment, and organizations require recording software specifically designed to support their remote-agent requirements," said Steve Kaiser, CEO of OrecX. "We are meeting these needs with a modern, open, and agile platform that enables call centers to monitor, manage and control agents and their customer interactions, whether they be for financial, insurance, utilities, medical or consumer applications."
Based in Chicago, OrecX provides open source VoIP and TDM recording solutions.
Published: Thursday, October 22, 2020
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