Quality Management Suite
Balancing the goals of the business and the customer is a difficult and ever changing task. To help organisations to provide consistent, quality of service while remaining profitable and efficient.
Enghouse Interactive provides a range of workforce and business optimisation tools which include call and screen recording, speech analytics, workforce management, performance metrics, score cards, cost analysis and reporting tools are highly scalable and modular enabling you to choose the level of complexity that meets your requirements for continuous performance improvement.
Quality management suite also brings emotional intelligence to bear in their interactions with customers. This is achieved through real-time soft evaluator capability. The innovative technology helps encourage agent empathy and gauges the emotional state of both customers and agents by evaluating their voices and improving conversations in real time. The soft evaluator capability can assess live calls to identify incidences of cross-talking, changes in conversational tone, speech ratio balance, speech volume and the stress levels of both parties.
New for February 2017, our latest release of QMS reflects Enghouse Interactive’s commitment to delivering a unified, tightly integrated portfolio. To find out more about this new release and compare features to previous versions please visit the release highlights page.Latest release