Quality Management Suite

New Release – Available Now

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 8.1 (QMS 8.1).

Enhancements in QMS 8.1

Enghouse QMS v8.1 Supports Native Microsoft Teams Compliance Recording

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.

• Partners who host QMS will benefit from the new multi-tenant functionality added to QMS, which provides better economies of scale when hosting QMS for multiple customers
• QMS now supports the Ribbon SBC, commonly used in Cloud PBX environments, such as Microsoft Teams Direct Routing; the recording method uses the SIPREC protocol and QMS supports this method on a number of SBCs and gateway devices
• The QMS packet sniffing engine now natively shipping with the product is NPCAP, replacing the legacy WinPCap product and therefore improving the security of this QMS component
• A new QMS System Monitoring Guide has been created to enable customers to improve knowledge on monitoring and logging of QMS for fault tracking and identification

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.

Enhancements in Previous Versions

Enhancements in QMS 8.0

Supports Microsoft Teams Contact Centres

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).

New Analytics

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.

• Text Interaction Analytics – QMS analyses text-based recordings for keywords and phrases to identify risks, opportunities or trends (or missing elements) in customer interactions
• Voice Interaction Analytics – QMS transcribes the voice recording to test, so it can perform the same analysis, providing consistency across all channels
• A new heat map provides clear visual data to managers and supervisors

Alert Enhancements

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 8.1 Feature Matrix

A comparison of the features and functionality added since version 5.

Enhancements to Previous Versions (continued)

Enhancements in QMS 7.4

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:

• Speech-to-text transcription
• Screen recording
• Performance
• Recording and evaluation searching

Enhancements in QMS 7.3

• All QMS server-side components converted to 64-bit, improving performance
• A new system sizing tool helps determine server requirements for sites wishing to deploy QMS
• A new “dark” theme has been added to the user interface preferences, inline with Communications Center’s TouchPoint UI
• Users can define thresholds and set notifications for Transcription engine license consumption, alerting them on license usage and expiration
• A new dashboard widget now shows consumption over time
• The Pause and Stop feature permissions have now been separated for MiFID compliance
• Mitel high availability is now supported
• MS SQL Server 2017 is now supported

Enhancements in QMS 7.2

Text-to-Speech Transcription

• Speech-to-text takes an audio recording and converts it to an XML text document with tags, sentences, capitalisation, currency symbols, number conversion, speaker separation, etc.
• Two options are available:
  • Rules-based, using a call recording policy for automatic transcription
  • On-demand, using the recorded calls screen for historic recordings
• Transcriptions can be used in evaluations like other media.
• A new text indexing engine is also available that indexes all text communications to allow keyword and phrase searches, like Google search.

Dashboard and Reporting

• When logging into QMS users will now be presented with a dashboard home page. Users can elect to have an alternative page as their home page.
• The dashboard shows data such as:
  • Calls in Progress
  • Total number of recordings for a selected time period
  • Most recent recordings
  • Recording counts over time
  • Storage usage over time
  • If licensed, some agent evaluation summary data
• In Reports, the Reports and Dashboard tabs have been swapped to provide a more logical workflow

Media Processing Server

• This new feature is designed to provide additional scalability and performance to QMS.
• The Media Processing Server now takes responsibility for media encoding, increasing the performance of the RS, resulting in high call concurrency per server.
• For small deployments, all components can reside on one server.

Software Development Kit

• The SDK includes documented use cases and sample code for dozens of projects including:
  • Start, pause, resume and stop recordings (PCI DSS use case).
  • Manage system and non-system flags and search recordings.
  • Add, get and delete users.
  • Transfer recordings to the machine running the SDK.

Other Highlights

• Refreshed ShoreTel Interface – The ShoreTel interface has been completely rewritten.
• The Skype for Business emergency/fall-back codec, RED, is now supported.
• An optional setting has been added to allow users to see when they are being monitored.

Enhancements in QMS 7.1

Multi-channel Recording

• Native support for Enghouse Interactive Omni-channel contact centre products
• Support for Skype for Business IM recording
• Generic APIs for third-party integration
• Recorded text conversations can be used with the Agent Evaluation software

Cisco Enhancements

• Official support for the Cisco network-based recording method, e.g. via the CUBE gateway devices
• Integration with Cisco UCCE contact centre, providing metadata capture and storage and the ability to set recording rules
• New XML handset app for Cisco handsets providing recording functions such as search and playback on the handset
• Multiple protocols, e.g. SCCP and SIP, can now be supported on a single QMS recording server

Skype for Business Enhancements

• Improvements to the Packet Forwarding Service (PFS), which is now the preferred server-side recording method
• PFS now supports TURN and STUN encoded audio packets
• RTP Data Collector now supports automatic updates
• IP addresses have been decoupled from Skype for Business subscribers

Other Highlights

• Four-eyes authentication – an optional feature that requires an additional authorised person to allow playback of recordings
• Amazon Web Service S3 storage support – use S3 storage as a cost-effective location for online recordings
• Litigation hold – mark recordings that are required for investigations for permanent retention (or until they are unlocked)
• Improved support for Avaya IP Office softphones, which no longer require a static IP mapping

Improving the Daily Lives of the People of the Contact Center

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.

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