Case Study: Upstate New York Transplant Services documents donor consents and ensures regulatory compliance with Enghouse Interactive's CallRex call recording

Upstate New York Transplant Services Documents Donation Consents with CallRex Call Recording Software

Upstate New York Transplant Services (UNYTS), a Buffalo-based organ procurement organization that also houses blood donation and laboratory services, needed a reliable way to document family donation consents and meet FDA requirements across roughly 1,200 annual call-center interactions. Enghouse Interactive’s CallRex call recording software was selected (via resellers IPLogic and Telrex) for integration with UNYTS’s Mitel 3300 ICP system to capture and archive these critical conversations.

Enghouse Interactive implemented CallRex to record and store incoming consent calls, providing mission‑critical documentation and improved auditability. The deployment proved reliable and easy to use—UNYTS reports no user issues and fewer support requests—and enabled consistent capture of donation permissions, helping the organization meet regulatory obligations and operate with greater confidence.

Upstate New York Transplant Services

Margaret R. Cosentino

Vice President of Information Services