CXM Blog


CXM Announces v5.1 Generally Available

March 22, 2016

New Release Includes Refresh of Key Applications

HOUSTON, TX  March 22, 2016 -  CXM announces the general availability of version 5.1.  This new release includes a variety of product enhancement and application re-writes.  CXM’s commitment to continuously review existing tools, and ensure alignment with contact center best practices, shines through key feature enhancements in CXM v5.1.
Monitoring agent’s screens remains a key component in quality monitoring.   Version 5.1 includes two screen player applications that were completely re-written, greatly improving their functionality; the CXM media player and CXM Live Monitor.   Enhancements to the CXM Media Player include: slider bar for viewing events, enhanced play control, play status, video and audio timecodes to verify sync, and the ability to export a portable reference file that includes links to audio and screen playback.  For CXM Live Monitor, the enhancements include: status notification for connectivity to agent screens and the CXM server, playback screens scale for various monitor aspect ratios and multiple monitors, ability to adjust watch list order, and the addition of operators to filter the agent list.
Customers drive innovation at CXM, and the features and capabilities our customers want are delivered first.  As such, customer demand brought back a favorite feature called the Embedded Media Player which now includes enhanced playback control.  Other customer driven enhancements include manual start and stop control within the Record on Demand application, Do Not Record rules for DNIS based recording, and enhanced inbound and outbound Do Not Record rules based upon Area Codes.
CXM started with call recording and we have clients with a wide range of integration types and PBX versions.  In our commitment to not leave our customers behind, we have brought forward support for Avaya, Nortel (Avaya Blue), and NEC non-VOIP phones systems where CTI is not available or not activated.  We have also updated support for the Mitel MiVoice Office phone system (Mitel 5000) and Mitel MiVoice Business (Mitel 3300) with SRC.  Version 5.1 also includes enhancements to the Cisco Built-In Bridge, Avaya DMCC, Avaya Proactive Contact, NEC VoIP, and Zeacom integrations.
Current CXM maintenance customers on version 5.0 will receive the upgrade at no charge and should contact the CXM help desk online at to learn more about scheduling the upgrade.  
CXM stands for Customer Experience Management.  Nearly 20 years ago, a client in the financial industry was in need of a call recording solution, but found the available systems to be difficult to use and expensive.  CXM set out to solve this customer’s pain and still drive development around customer needs.  CXM has grown from a recording system to a robust workforce optimization suite. CXM still focuses on one single thing – simplicity. With a simple intuitive interface, CXM delivers results that help our clients protect their business and exceed customer expectations. For more information on CXM, call us at 1-866-400-4296 or learn more at