Case Study: Engineered Protection Systems secures commitment to customer service with Enghouse Interactive's CallRex call recording

Engineered Protection Systems Secures Commitment to Customer Service

Engineered Protection Systems (EPS) is a family‑owned security firm based in Grand Rapids, MI, with eight offices and thousands of customers. As EPS migrated from analog to a ShoreTel IP telephone system, they needed a reliable way to record extension‑to‑extension calls for quality assurance, but their initial recording vendor produced inconsistent results. EPS, working with Millennia Telecom, selected Enghouse Interactive’s CallRex call recording and monitoring software to meet that need.

Enghouse Interactive implemented CallRex quickly and seamlessly with EPS’s IP telephony, delivering rock‑solid, extension‑level recordings from day one. The solution resolved the previous inconsistencies, allowed EPS to document customer interactions reliably, and enabled analysis of call trends to improve service delivery—supporting the company’s commitment to fast, personal customer service.

Engineered Protection Systems

Eric Hoskinson

Director of Technology