Case Study: NRG Energy achieves 60% lower call-recording costs with Enghouse Interactive (CallRex)

Reduces Call Recording Costs by 60 Percent with CallRex Solution

NRG Energy, a wholesale power generation company, needed a reliable call recording system for its Cisco IP phones after its hardware-based recorder proved expensive and unstable. Enghouse Interactive addressed this need with the CallRex IP call recording solution, replacing telephony-card‑dependent hardware with a software-based approach compatible with Cisco CallManager and the company’s Cisco 7960 phones.

Enghouse Interactive implemented CallRex Server and Client across NRG’s power-marketing floor (35 users) and its off-site disaster recovery/operations center, using packet‑sniffing recording on an Intel server. The switch eliminated telephony cards, cut per-phone recording costs by 60 percent, simplified installation (setups completed in about an hour vs. days), and improved usability and digital call retrieval—reducing total cost of ownership and speeding dispute resolution.

NRG Energy

Sally McPhillips

Telecom Manager