Enghouse Interactive’s Quality Management Suite (QMS) evolves with each release to ensure it continues to keep pace with your very latest business requirements. We are attentive to all feedback from our customers and partners to ensure our software helps you deliver the highest quality customer experience for YOUR customers.
A new Content Analyser allows for transcriptions and other text-based recordings to be analysed for specific content. Once the Analyser locates the target content it will automatically tag the specific interaction or generate an alert. This feature is useful in identifying compliance breaches, competitor names, churn risk and more.
Speech-to-text transcription now allows Enghouse QMS administrators to train the engine with words and phrases specific to their business and industry. Improving accuracy leads to better results when analysing interactions for business insights.
The new Enghouse QMS integration with RingCentral provides a compliance recording solution enabling legal evidence of customer interactions. This new integration will benefit both existing QMS customers and other businesses adopting the RingCentral hosted phone system.
Existing customers can ensure that there is a continuous recording service from their legacy phone system to RingCentral. This way, they can be certain that historic recordings and new ones 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.
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.
For a key of our new features, please review the feature matrix at right. For a full list of all updates, please talk to us or your Enghouse solutions provider for our latest Release Notes, a detailed list of release enhancements and fixes.
See below for detail on features added in previous releases.
Below is a comparison of features and functionality added since version 8.1 – Click on the image to enlarge.
For information about our version support and product life cycle policy please contact your Enghouse or Enghouse Partner Account Manager.
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:
The Enghouse Interactive portfolio strives to improve the daily lives of people in the contact centre through interaction management software, and our latest software releases are a significant contribution to this mission.
We know that happy contact centre agents mean happy customers, but who is the happy agent? We believe it’s the agent that’s in control, has all the information needed at their fingertips, isn’t stressed, can confidently handle every challenge and comes back enthusiastically tomorrow to do it all again.
It’s our mission to develop great tools that allow agents to do exactly that – leave the office every day knowing they conquered every challenge thrown at them and made their customers happy. We have a strong relationship with our customers, and work alongside them to ensure they’re not fighting their battles alone.
