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Enghouse Interactive Updates Its Quality Management Suite
Enterprise-ready features include expanded computer recording capabilities, unified user interface, and broader language support.
Posted May 7, 2013
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Enghouse Interactive, a developer of interaction management solutions, today released version 5.0 of the Enghouse Interactive Quality Management Suite. Highlights of Enghouse Interactive Quality Management Suite version 5.0, formerly known as the CallRex Quality Management Suite, include tighter integration between products within the suite, unified search and reporting, expanded interaction recording and monitoring capabilities, and improved system alerting.

Enghouse Interactive has evolved the Quality Management Suite user interface to closely integrate the call recording, computer recording/desktop monitoring, and agent evaluation capabilities. The streamlined user interface provides Web-based access to reports, interaction recordings, and evaluation capabilities within a single interface. The Quality Management Suite now supports 15 languages including French, Canadian French, Italian, German, Spanish, Portuguese, Danish, Dutch, Russian, Norwegian, Finnish, and Ukrainian.

Version 5.0 includes expanded desktop monitoring capabilities, allowing administrators to selectively record and monitor specific business applications. Rules-based profiles let companies capture desktop activities based on specific business needs, such as application-specific recording, selective recording, or schedule-based recording settings. Customer defined flags can now be created on computer recording files, providing companies with more robust tracking and reporting opportunities. Additionally, computer recordings can be included in quality management evaluations, enabling supervisors to evaluate and guide staff on how to best achieve efficiencies in their interactions with business applications.

Call Recording and Agent Evaluation reports are now displayed in a single location. The integrated search capability includes multiple media types, including voice and desktop recordings, in a single reporting interface. Agent evaluation reports can now be saved, scheduled, exported, and viewed in the Quality Management Suite dashboard.

Additional features in version 5.0 include the following:

  • Support for Microsoft Windows 2012 Server, Windows 8, Silverlight 5.0, and SQL 2012;
  • Improved system alerting, including automated email and event log entries; and
  • Increased API access for computer recording.

"The Quality Management Suite has always been designed with an eye towards ease of use and affordability," says Bruce Sherman, quality management solutions product manager at Enghouse Interactive, in a statement. "The latest evolution of the Quality Management Suite continues that tradition, consolidating and streamlining the user interface while also strengthening reporting and search capabilities. Feedback from our partners and customers helped shape this release, offering insights into how Enghouse Interactive’s interaction recording and quality management software positively impacts businesses daily."

Access to the latest release will be automatically available next month to all customers with an active Enghouse Interactive Platinum Support Plan.


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