Quality Management Suite: New Release – Available Now!

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.

Enghouse Interactive is proud to present Quality Management Suite version 8.0

Enhancements in QMS 8.0

Enghouse QMS v8.0 Supports Microsoft Teams Contact Centres

Enabling our Teams-integrated Contact Centre solutions (both Cloud and On-prem), queued Microsoft Teams interactions can now be recorded using Enghouse QMS.

(To learn more about our Enghouse Teams Contact Centre, visit our  Teams Contact Centre page and watch our video).

New Analytics 

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

Alert Enhancements

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.

For a key 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.

Enhancements in Previous Versions

Enhancements in QMS 7.4

QMS 7.4 delivered improvements to:

  • Avaya IP office and NEC 9500 integration
  • Speech-to-text transcription
  • Screen recording
  • Performance
  • Recording and evaluation searching

Enhancements in QMS 7.3

  • 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

(See below for more detail on earlier releases)

Visit our Version Support Matrix and Product Life Cycle Policy page.

Below is a comparison of  features and functionality added since version 8.1 – Click on the image to enlarge.

The interface is really intuitive, you don’t actually need to train people! I think we took our agents through it for an hour and that was all they needed.

Jill Mann, Business Enablement Manager, Yellow

Enhancements to Previous Versions (Continued)

QMS 7.2

Text-to-Speech Transcription

  • 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

QMS 7.2 (Continued)

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.

Other Highlights

  • 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.

Improving the Daily Lives of the People of the Contact Centre

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.

girl with headset