Enhancements in QMS 8.2
Supports compliance recording for RingCentral
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.
Transcription Accuracy Improvements
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.
Enhancements in 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