Enterprise-ready features include expanded computer recording capabilities, unified user interface, and broader language support.

Enghouse Interactive has evolved the Quality Management Suite user interface to closely integrate the call recording, computer recording/desktop monitoring, and agent evaluation capabilities. The streamlined user interface provides easy-to-use Web-based access to reports, interaction recordings, and evaluation capabilities within a single interface. The Quality Management Suite now supports 15 languages including: French, Canadian French, Italian, German, Spanish, Portuguese, Danish, Dutch, Russian, Norwegian, Finnish, and Ukrainian.

“The Quality Management Suite has always been designed with an eye towards ease of use and affordability,” says Bruce Sherman, quality management solutions product manager for Enghouse Interactive. “The latest evolution of the Quality Management Suite continues that tradition, consolidating and streamlining the user interface while also strengthening reporting and search capabilities. Feedback from our partners and customers helped shape this release, offering insights into how Enghouse Interactive’s interaction recording and quality management software positively impacts businesses daily.”

Flexible Computer Recording Capabilities
Version 5.0 includes expanded desktop monitoring capabilities, allowing administrators to selectively record and monitor specific business applications. Rules-based profiles offer companies the flexibility to capture desktop activities based upon specific business needs such as application-specific recording, selective recording, or schedule-based recording settings. Customer defined flags can now be created on computer recording files, providing companies with more robust tracking and reporting opportunities. Additionally, computer recordings can be included in quality management evaluations, enabling supervisors to evaluate and guide their staff on how to best achieve efficiencies in their interactions with business applications.

Unified Search and Reporting
Call Recording and Agent Evaluation reports are now displayed in a single location, streamlining the process of measuring success within your business. The integrated search capability includes multiple media types – including voice and desktop recordings – in a single reporting interface. Agent evaluation reports can now be saved, scheduled, exported, and viewed in the Quality Management Suite dashboard.

Additional features in version 5.0 include:

  •     Support for Microsoft Windows 2012 Server, Windows 8, Silverlight 5.0, and SQL 2012
  •     Improved system alerting, including automated e-mails and event log entries
  •     Increased API access for Computer Recording functionality

In June 2013, access to the latest release will be automatically available to all customers with an active Enghouse Interactive Platinum Support Plan. For more information about the Quality Management Suite, visit https://www.enghouseinteractive.com/products/quality-management-suite.php.

About Enghouse Interactive
Enghouse Interactive delivers technology and expertise to maximize the value of every customer interaction. The company develops the most comprehensive portfolio of interaction management solutions, spanning structured, unstructured and self-service interactions. Core technologies include contact center, attendant console, IVR and call recording solutions that support any telephony environment, on premise or in the cloud. Enghouse Interactive has thousands of customers worldwide, supported by a global network of partners and more than 700 dedicated staff across the company’s international operations.

Enghouse Interactive is a subsidiary of Enghouse Systems Limited, a software and services company traded on the Toronto Stock Exchange (TSX) under the symbol “ENGH.” Founded in 1984, Enghouse Systems is a consistently profitable company, which has grown both organically and through the acquisition of well-regarded specialists including Arc, CosmoCom, Datapulse, Syntellect, Telrex, Trio, and Zeacom. Learn more at https://www.enghouseinteractive.com.

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