• September 29, 2014

Enghouse Interactive Introduces Quality Management Suite v 5.3

Enghouse Interactive today introduced version 5.3 of the Enghouse Interactive Quality Management Suite (QMS), its comprehensive IP call and computer recording, monitoring, and evaluation software. QMS empowers managers to document customer interactions, identify and address trouble spots, and provide consistent, detailed, and constructive feedback.

The latest in a series of releases, QMS 5.3 delivers a greatly improved user experience that integrates seamlessly across call recording, computer recording, desktop monitoring, and agent evaluation capabilities. All modules are accessible from a single Web-based user interface, which features multimedia search capabilities, including desktop captures and call recording, access to reports, interaction recordings, and evaluation capabilities.

With QMS 5.3, users are sent email links to interaction recordings directly from the Quality Management interface. QMS also features tools compatible with all Microsoft Lync environments, which have been further extended to include capturing audio from the edge, in addition to supporting the latest iterations of Avaya, Cisco, Mitel, NEC, and ShoreTel PBXs.

Improved integration between the Quality Management Suite and the Enghouse Interactive product portfolio, including operator console, and contact center offerings, such as Enghouse Interactive Communications Center (EICC) and Contact Center Enterprise (CCE), allows for a more synchronized user experience. Agent hot-desking support allows users to operate from any extension. Extended recording profile rules support contact center information, which provides additional control over which calls are or are not recorded.  Customers can define which contact center data (flags) are displayed in the recording search feature, as the search of records can be tailored to reflect specific customer requirements.

In addition to providing the ability to capture and evaluate customer communications, desktop monitoring capabilities allow administrators to selectively record and monitor specific business applications.

"From observing processes to improving customer service, the business value of call recording and monitoring technology, both inside and outside of the contact center, transcends the barriers of vertical industry segmentation and has a truly universal relevance," said Enghouse Interactive Vice President of Product Management John Cray in a statement. "To succeed and maintain competitive advantage, companies must be empowered with the tools to monitor and improve operational performance."

"QMS 5.3 is a significant milestone as it reflects Enghouse Interactive’s ongoing commitment to portfolio integration and to empowering agents and supervisors with powerful, yet easy-to-use tools to deliver excellent service across multiple channels. Much like our contact center and operator console products, QMS boasts a lightweight, streamlined user interface that empowers contact center, service and support representatives to positively impact business performance," said Nigel Olding, product director at Enghouse Interactive, in a statement.

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