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 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.
This browser is no longer tested and supported, from version 9.0 forward.
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.
Enghouse QMS administrators can train the Speech-to-text transcription engine with words and phrases specific to their business and industry, enhancing business insights.
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.
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.
Visit our Version Support Matrix and Product Life Cycle Policy page.
Below is a comparison of features and functionality added since version 5 — Click on the image (twice) 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.
