Enghouse Interactive has introduced version 5.3 of the Enghouse Interactive Quality Management Suite (QMS), its comprehensive IP call and computer recording, monitoring, and evaluation software. QMS enables managers to document customer interactions, identify and address trouble spots, and provide detailed feedback.
The latest in a series of releases, QMS 5.3 offers an improved user experience that integrates across call recording, computer recording, desktop monitoring, and agent evaluation capabilities. All modules are accessible from a single web-based user interface, which features multimedia search capabilities including desktop captures and call recording, access to reports, interaction recordings, and evaluation capabilities.
With QMS 5.3, users are e-mail linked to interaction recordings directly from the Quality Management interface. QMS also features tools compatible with all Microsoft Lync environments, as well as supporting the latest iterations of Avaya, Cisco, Mitel, NEC, and ShoreTel PBXs.
Additionally, improved integration between the Quality Management Suite and the Enghouse Interactive product portfolio including operator console, and contact center offerings, such as Enghouse Interactive Communications Center (EICC) and Contact Center Enterprise (CCE), allows for a more synchronized user experience. Agent “hot-desking” support offers flexibility to the contact center by allowing users to operate from any extension. Extended recording profile rules support contact center information, which provides additional control over which calls are, or are not recorded. Customers can define which contact center data (flags) are displayed in the recording search feature, as the search of records can be tailored to reflect specific customer requirements.
“The Enghouse Interactive Quality Management Suite features several advancements that amplify managers’ ability to appraise skills, monitor and coach employees on how to improve their performance,” says Enghouse Interactive vice president of product management, John Cray. “Enghouse Interactive is dedicated to providing software and services that enable the best possible customer interactions. Call Recording, Agent Evaluation, and Computer Recording software modules are essential tools for organizations that actively interact with their customers, and committed to delivering an exceptional customer experience.”
For more information on Enghouse Interative†Quality Management Suite 5.3, visit www.enghouseinteractive.com.†
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