Enghouse Interactive’s Quality Management Suite (QMS) evolves with each release to keep pace with your very latest business requirements. We are attentive to customers and partners feedback to ensure our software helps you deliver the highest quality customer experience. Enghouse Interactive is proud to present Quality Management Suite version 8.2 (QMS 8.2).
The new QMS integration provides a compliance recording solution to enable legal evidence of customer interactions. This new integration will benefit both existing QMS customers and other businesses adopting the RingCentral hosted phone system.
Existing customers can ensure that there is a continuous recording service from their legacy phone system to RingCentral. This way, they can be certain that historic recordings and new ones 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.
QMS v8.2 includes an enhancement to its analytics feature. Adding a Content Analyser allows for transcriptions and other text-based recordings to be analysed for specific content. Finding this content will trigger the automatic tagging of the interaction or generate an alert. This feature is useful in identifying compliance breaches, competitor names, churn risk, etc.
Improvements have been made to enable the accuracy of the speech-to-text transcription feature. Customers are now able to train the engine with words and phrases specific to their business and industry. Improving accuracy leads to better results when analysing interactions for business insight.
For key new features, please review the feature matrix on the right. For a full list of all updates, please talk to us or your Enghouse solutions provider for our Release Notes.
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. The new recording API requires QMS to be hosted in Microsoft Azure. For this reason, Enghouse now offers customers three recording methods for Teams, providing both hosted and on-premise options.
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A comparison of the features and functionality added since version 5.
Enabling our Teams-integrated Contact Centre solutions (both Cloud and On-prem), queued Microsoft Teams interactions can now be recorded using Enghouse QMS. You can learn more about our Contact Centre Connect and Extend integration with Microsoft Teams).
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.
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 continues to provide reliable compliance for contact centre administrators along with superior quality management for managers and supervisors. Amongst other features, QMS 7.4 offers new integration with Microsoft Teams via a new Freeswitch, along with enhanced integration with Avaya IP office and NEC 9500.
The latest release also includes improvements to:
The Enghouse Interactive portfolio strives to improve the daily lives of people in the contact centre through interaction management software and our 2017 software releases are a huge contributing factor to this mission.
We know happy contact centre agents equal happy customers, but who is the happy agent? We believe it’s the agent that’s in control, has all the information they need at their finger tips, isn’t stressed, can confidently handle every challenge and come back 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. Our strong relationship with our customers has given us a real understanding of what makes them tick. We work alongside our customers to ensure they’re not fighting their battles alone.
