Enhancements in QMS 9.0
Quality Management with Evaluation
A new workflow process management tool allows for greater control of evaluation processes, including the calibration process, manager-led evaluations with optional agent feedback, the approval and dispute process, and agent self-assessment. These improvements are wrapped into the workflow process, enabling task rules to be defined and automatic notifications to be scheduled at each stage of the process. A visual workflow manager enables the easy creation and management of processes, allowing both recorded and non-recorded users to be evaluated.
Quality Management Suite permissions now allow evaluations to be viewed and/or hidden based on their state, and to be completed by more than one user if required.
The screen recording client now includes a number of client-side processes to reduce load on the screen recording server, with a new option to disable real-time screen monitoring if needed.
Internet Explorer 11
This browser is no longer tested and supported, from version 9.0 forward.
Enhancements in Previous Versions
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.
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.