New Release – Available Now

QMS 7.2 helps to support the evolution of the Enghouse Interactive contact center products through reliable and logical workflows.  One of the key enhancements is QMS now has the ability for speech-to-text transcription converting an audio recording to a text document, allowing for evaluation just like other media types.  With this ability, QMS users can now search text with a new text indexing engine allowing users to search for keywords or phrases, similar to a Google search.  Dashboards and reports have been updated to provide users with necessary information in a logical way, increasing their productivity.

In addition to the speech-to-text transcription and dashboard updates, QMS 7.2 also provides additional scalability and performance with a new Media Processing Server which now takes over responsibility for media encoding, resulting in a high call concurrency per server. The full outline of new features to 7.2 can be viewed below.

Enhancements in QMS 7.2

Speech-to-Text Transcription

  • Speech-to-text takes an audio recording and converts it to an XML text document with tags, sentences, capitalization, 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.

QMS 7.2 Feature Matrix

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

We are now paying 60% less on a per-phone basis…it was a relief to find the flexibility of simply purchasing licenses for the number of phones we needed to record

NRG Energy

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 center through interaction management software and our 2017 software releases are a huge contributing factor to this mission.

We know happy contact center 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.

Enghouse Interactive Colorful Group IAUG Avaya Interactive User Group