Case Study: Town of Smyrna improves call documentation and reduces disputes with Enghouse Interactive

Town of Smyrna Improves Call Documentation and Reduces Disputes with CallRex Call Recording Software

The Town of Smyrna, DE was struggling with customer service disputes because employees didn’t have consistent access to recorded calls, leading to “he said, she said” situations and damaged service ratings. To prepare for growth and fix this gap, the Town added a Cisco Unified Communications Manager phone system and deployed CallRex call recording software from Enghouse Interactive.

Enghouse Interactive’s CallRex was installed with support from the Town’s Cisco reseller and Telrex, and the rollout was smooth and easy to use. As a result, Town staff can quickly search and retrieve recordings, the Council now receives reliable customer documentation, disputes have been reduced, and the organization is realizing immediate benefits and cost savings from better call documentation.

Town of Smyrna

James Markow

Information Systems Manager