Transcriptions and other text-based recordings can be analysed for specific content, automatically tagging the relevant interaction or generating an alert. This is useful in identifying compliance breaches, competitor names, churn risk and more.
Transcription Accuracy Improvements
Enghouse QMS administrators can train the Speech-to-text transcription engine with words and phrases specific to their business and industry, enhancing business insights.
Compliance Recording for RingCentral
Enghouse Quality Management Suite customers and other businesses using the RingCentral platform can now access a complete compliance recording solution enabling legal evidence of customer interactions. Existing customers on legacy platforms can ensure a continuous recording service on migration to RingCentral and can be certain that both historic and new recordings are on the same system. New customers will benefit from encryption and digital watermarking technologies, ensuring recordings can be used as legal evidence during disputes.
Native Microsoft Teams Compliance Recording
Businesses that require Microsoft Teams compliance recording can now use QMS to record using the native Teams recording APIs, as well as through indirect methods, such as recording supported sessions border controllers used in Direct Routing, or via Enghouse Communications Centre (to learn more about our Enghouse Teams Contact Centre, visit our Teams Contact Centre page and watch our video). The recording API requires QMS to be hosted in Microsoft Azure. For this reason, Enghouse offers customers three recording methods for Teams, providing both hosted and on-premises options.
- Partners who host QMS will benefit from the new multi-tenant functionality added to QMS, which provides better economies of scale when hosting QMS for multiple customers
- QMS now supports the Ribbon SBC, commonly used in Cloud PBX environments, such as Microsoft Teams Direct Routing; the recording method uses the SIPREC protocol and QMS supports this method on a number of SBCs and gateway devices
- The QMS packet sniffing engine now natively shipping with the product is NPCAP, replacing the legacy WinPCap product and therefore improving the security of this QMS component
- A new QMS System Monitoring Guide has been created to enable customers to improve knowledge on monitoring and logging of QMS for fault tracking and identification.
- Enghouse QMS now offers conversation analytics that can be used to reveal valuable customer insights to assist your business. Use audio transcriptions and text recordings, combined with text analytics, to get a real understanding of your customers, helping you to identify trends, risks (e.g., churn), competitor feedback, or business opportunities.
- Text Interaction Analytics – QMS analyses text-based recordings for key words and phrases to identify risks, opportunities or trends (or missing elements) in customer interactions
- Voice Interaction Analytics – QMS transcribes the voice recording to test, so it can perform the same analysis, providing consistency across all channels
- A new heat map provides clear visual data to managers and supervisors
A new framework for notification management has been added with new features for defining alert criteria logic and triggering events. Alerts are now available for Call Recordings, Web Chats, Emails, Transcriptions and Screen Recordings. These can be delivered by Email and In-browser toast pop-ups, with configurable permissions. A new Alert Dashboard widget is also available.
QMS 7.4 delivered improvements to:
- Avaya IP office and NEC 9500 integration
- Speech-to-text transcription
- Screen recording
- Recording and evaluation searching
- All QMS server-side components converted to 64-bit, improving performance
- A new system sizing tool helps determine server requirements for sites wishing to deploy QMS
- A new “dark” theme has been added to the user interface preferences, inline with Communications Center’s TouchPoint UI
- Users can define thresholds and set notifications for Transcription engine license consumption, alerting them on license usage and expiration
- A new dashboard widget now shows consumption over time
- The Pause and Stop feature permissions have now been separated for MiFID compliance
- Mitel high availability is now supported
- Microsoft SQL Server is now supported
- Speech-to-text takes an audio recording and converts it to an XML text document with tags, sentences, capitalisation, currency symbols, number conversion, speaker separation, etc.
- Two options are available:
- Rules-based, using a call recording policy for automatic transcription
- On-demand, using the recorded calls screen for historic recordings
- Transcriptions can be used in evaluations like other media.
- A new text indexing engine is also available that indexes all text communications to allow keyword and phrase searches, like Google search.
Dashboard and Reporting
- When logging into QMS users will now be presented with a dashboard home page. Users can elect to have an alternative page as their home page.
- The dashboard shows data such as:
- Calls in Progress
- Total number of recordings for a selected time period
- Most recent recordings
- Recording counts over time
- Storage usage over time
- If licensed, some agent evaluation summary data
- In Reports, the Reports and Dashboard tabs have been swapped to provide a more logical workflow
Media Processing Server
- This new feature is designed to provide additional scalability and performance to QMS.
- The Media Processing Server now takes responsibility for media encoding, increasing the performance of the RS, resulting in high call concurrency per server.
- For small deployments, all components can reside on one server.
Software Development Kit
- The SDK includes documented use cases and sample code for dozens of projects including:
- Start, pause, resume and stop recordings (PCI DSS use case).
- Manage system and non-system flags and search recordings.
- Add, get and delete users.
- Transfer recordings to the machine running the SDK.
- Refreshed ShoreTel Interface – The ShoreTel interface has been completely rewritten.
- The Skype for Business emergency/fall-back codec, RED, is now supported.
- An optional setting has been added to allow users to see when they are being monitored.