OrecX, the world's #1 provider of audio capture for analytics and machine-based learning, announced today 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 unique 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.
To provide support for any telephony environment (VoIP, softphone, mobile or landline), Oreka RA supports:
- Remote site recording
- Active recording (SIPREC, BIB, DMCC)
- Cloud recording
- Mobile recording (VoIP softphone technology, conferencing the recording system as a PSTN number, and mobile-ready infrastructure).
The new software also includes quality monitoring (with scorecards), live monitoring, screen recording, VPN support, pause/resume, the ability to create teams/groups on the fly, and fine-grained privileged access to recordings.
“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.”
Visit https://www.orecx.com/remote-agent/ to learn more.
About OrecX LLC
North American-based OrecX is the world's #1 provider of audio capture for analytics and machine-based learning, providing a high-fidelity method for contact centers, enterprises and service providers to leverage any third-party speech analytic solution for compliance, risk management, and customer experience requirements. OrecX is the primary developer and sponsor of the Oreka GPL open source call recording project hosted on GitHub, with more than 190,000 unique downloads and millions of users in over 190 countries. Among others, OrecX and its software have received accolades from Linux World – Best New Use of Open Source, TMC Labs – Innovation Award and Contact Center Technology Award, Unified Communications and Customer Interaction Solutions – Product of the Year, and Insights Success – Top 50 Most Valuable Tech Companies.