Interaction Recording: Call, Screen and Text

Enghouse Interactive Quality Management Suite is an affordable, feature-rich multi-channel recording and quality monitoring solution that is utilised by businesses of all sizes across the world for compliance, security and improving service levels. Designed to be easy to use and fast to deploy, the solution is neither expensive nor complex making it the perfect choice whatever your requirements.

As a modular ‘pay-for-what-you-need’ system, you can add licenses and features, such as screen recording, text recording or agent evaluation, when the time is right for you.

Assuring PCI Compliance

Our solutions are designed to help reduce credit card fraud and increase controls around cardholder data. Companies handling sensitive information must demonstrate a secure information network, maintain information security policies, and implement strong access control measures.

Enghouse Interactive Interaction Recording software includes features that enable companies to secure interaction recording files and meet related PCI standards, protecting your business and giving customers trust in your operations.


  • Achieve regulatory compliance by documenting interactions while securing and maintaining records
  • Ensure high quality customer interactions with live monitoring and quality monitoring programs
  • Improve customer experience by sharing recordings and feedback across the organisation
  • Secure sensitive customer information by allowing employees to pause recordings
  • Resolve customer disputes quickly with recorded evidence
  • Access recording from anywhere and distribute across the business to work on improvements
  • Unlock a true understanding of your customers’ experiences using a combination of speech-to-text transcription and text analytics to reveal valuable business insights

“We chose the quality monitoring suite from Enghouse Interactive because it is flexible, scalable and provides a complete solution for protection, compliance and quality, to ensure we deliver exceptional service to our customers”

Fife County Council

Enghouse Interactive Multi-channel Recording

Quality Management Suite can be used for call, screen, and text-based communication recording and is principally used by organisations for quality monitoring, liability protection and regulatory compliance within contact centers.

The call recording features provide real-time monitoring and historical playback for telephone calls within the organisation, whether internal, inbound or outbound. Administrators can elect to record interactions either on-demand, full-time, or based on a number of configurable triggers such as date, time, percentage, number ranges and caller ID. As a scalable solution, multi-site installations can be managed from any location using a simple web-based user interface. It can be installed within hours and you can begin recording calls immediately.

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Capture the entire interaction between agent and customer by recording both the telephone conversation and the agent’s computer activities during the call. This enables contact centre managers to ensure consistent and correct use of business systems, identify training opportunities, and remove barriers to employee productivity. Administrators can set recording profiles to suit their business needs; from recording computer activity throughout the day to recording screen activities exclusively when users are on the telephone.

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Contact centres are increasingly offering multiple channels by which customers can contact them, from email, web chat, and social media, to traditional telephone support. Quality Management Suite provides recording options for most text-based communication methods including email, IM, web chat, and social media, therefore providing a complete interaction recording solution for businesses.

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The QMS Quality Management features provide a seamless resource for managing evaluation scorecards; calibrating evaluation scoring across multiple supervisors; conducting evaluations using all available media types; and assessing individual, group and company performance over time. The application is designed to ensure your company has a measurable and consistent approach to customer experience management.

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Speech-to-text transcription converts audio recordings into searchable text documents. Transcription can be automated via the QMS recording policies, or manually initiated. All text files, whether transcriptions or text recordings, are indexed by the QMS text indexing engine and can be searched using powerful search options. Business intelligence insights, compliance adherence and customer experience are all examples of the information that can be unlocked through speech-to-text.

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Text analytics works across text-based recordings and audio transcriptions to provide a complete cross-channel view of the key topics raised by customers when interacting with your business. These insights provide business intelligence to help quickly identify opportunities and risks, and to provide actionable analysis of trending topics over time.

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