QMS Release Highlights

QMS 9.1

Quality Management with Evaluation

Adjustments have been made to improve the customer experience when using the new (in 9.0) workflow process management tool that allows for greater control of evaluation processes, including the calibration process, manager-led evaluations with optional agent feedback, the approval and dispute process, and agent self-assessment. These improvements are wrapped into the workflow process, enabling task rules to be defined and automatic notifications to be scheduled at each stage of the process. A visual workflow manager enables the easy creation and management of processes, allowing both recorded and non-recorded users to be evaluated.

Quality Management Suite permissions now allow evaluations to be viewed and/or hidden based on their state, and to be completed by more than one user if required.

An Evaluation Calibration is a calibration process that allows for selected supervisors to be provided with the same media and scorecard for evaluation, and an easy cross-reference chart to compare scores. In 9.1 we have added an indicator to show the supervisor that the evaluation is a calibration at dashboard level.

Integrations

• Added support for Microsoft Azure Speech-to-text translation service.
• Added support for Enghouse Vidyo video recording.
• Added support for Microsoft Teams Native video recording.

Identity Server

QMS now has support for Third-Party authentication (OpenID Connect).

QMS 9.0

Quality Management with Evaluation

A new workflow process management tool allows for greater control of evaluation processes, including the calibration process, manager-led evaluations with optional agent feedback, the approval and dispute process, and agent self-assessment. These improvements are wrapped into the workflow process, enabling task rules to be defined and automatic notifications to be scheduled at each stage of the process. A visual workflow manager enables the easy creation and management of processes, allowing both recorded and non-recorded users to be evaluated.

Quality Management Suite permissions now allow evaluations to be viewed and/or hidden based on their state, and to be completed by more than one user if required.

Screen Recording

The screen recording client now includes a number of client-side processes to reduce load on the screen recording server, with a new option to disable real-time screen monitoring if needed.

Internet Explorer 11

This browser is no longer tested and supported, from version 9.0 forward.

QMS 8.2

Content Analyser

Transcriptions and other text-based recordings can be analysed for specific content, automatically tagging the relevant interaction or generating an alert. This is useful in identifying compliance breaches, competitor names, churn risk and more.

Transcription Accuracy Improvements

Enghouse QMS administrators can train the Speech-to-text transcription engine with words and phrases specific to their business and industry, enhancing business insights.

Compliance Recording for RingCentral

Enghouse Quality Management Suite customers and other businesses using the RingCentral platform can now access a complete compliance recording solution enabling legal evidence of customer interactions. Existing customers on legacy platforms can ensure a continuous recording service on migration to RingCentral and can be certain that both historic and new recordings 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 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.

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.

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