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Enghouse Quality Management Suite (QMS)
Call and Agent Performance Monitoring and Analysis
Customer interaction recording across voice and digital channels. Enable quick search and playback. Meet regulatory and legal compliance requirements. Enable seamless integration of Artificial Intelligence (AI).
Customer experience (CX) expectations have changed. Today, customers expect lightning-fast responses across multiple channels while organizations are obligated to respect new regulatory frameworks and privacy requirements. All this is driving significant business process change while also affecting the progress and achievement of corporate objectives.
To keep pace, management of the customer experience is key. Identifying key issues as they arise, determining their root cause, and responding quickly, while determining the underlying key learnings requires a more comprehensive approach than ever before.
By implementing omni-channel recording software for call centers using Enghouse Quality Management Suite (QMS), organizations can seamlessly add EnghouseAI to transcribe all interactions, boost agent efficiency by automatically summarizing each interaction, perform completely objective agent evaluations, and extract “Voice of the Customer” insights. Whatever communications channel your customers prefer, contact center recording and quality management programs can help your organization efficiently achieve its business objectives.
Whether you need full quality management functionality with AI capabilities or just omni-channel recording, we’ve got you covered.
Advantages
Enghouse QMS
Simplified Compliance with All Regulatory Requirements
Designed to meet regional and international compliance and regulatory needs: PCI-DSS, HIPAA, MiFID II, and GDPR, this ensures QA in a call center.
Interoperable Across Many PBX, UC, and Call Center Platforms.
Compatibility assured with multiple best of breed PBX, UC (Microsoft Teams, Ring Central), and call/contact center platforms, and is one of the first Omni-Channel recording platforms in the world certified for Microsoft Teams.
Easy Implementation of EnghouseAI Capabilities
Turn all interaction recordings into a powerful source of data to improve agent productivity and gain deep and valuable insights that can help you build a stronger business.
Features and Benefits
Top benefits of Enghouse QMS
Capture Multichannel Interactions
Consolidate recordings from multiple channels and data sources, all in one place. Set profiles to suit your needs from recording all activity throughout the day or based on configurable triggers such as date, time, percentage, number ranges and caller ID.
Integration with Microsoft Teams
Capture and analyze all media on any channel that is routed to and from the Teams client, whether via the contact center or not. QMS meets the Microsoft security and compliance requirements to ensure the protection of customer data.
Speech-to-Text Transcription
Convert audio recordings into searchable text documents using Enghouse Transcription. Transcription can be automated according to recording policies or initiated manually. Support for 50+ languages with automatic speaker identification.
Interaction Summarization
Improve agent productivity using EnghouseAI with QMS to automatically generate precise summaries of every conversation and pinpoint next steps to guarantee an enhanced experience for both customers and agents.
Automated Agent Evaluation
Perform completely objective agent assessments using all customer interactions based on a customizable scorecard that can adapt to suit your specific business needs. More…
Voice of the Customer Insights
Listen, understand, and act on what your customers are saying. Optimize processes, services, and solutions based on real customer inputs. More…
Complementary
Enghouse Solutions
EnghouseAI
A practical, real-world approach to integrating AI into contact center and customer experience (CX) strategies. More…
Outbound Communications
Proactively engage with customers, partners, suppliers, via agents or using agentless outbound notifications, while ensuring all regulatory obligations are respected. More…
AI Insights
Listen, Understand and Act on what your customers are saying. Optimize processes, services, and solutions based on real customer inputs. More…
Customer Self-Service
Help customers help themselves and easily enable them to zero out to an agent for more complex needs. Includes IVR, speech recognition, and voice biometrics. More…
Attendant Console
Professionally manage inbound customer, prospect, supplier, partner calls across the organization. Includes comprehensive call management tools and reporting. More…
Deployment Options
Your Deployment Choice
Enghouse QMS offers multiple deployment options – choose the one that’s right for you!
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