Optimal performance in the contact center is a critical goal for any organization, but one that demands the measurement of a variety of elements. When it comes to ensuring agents are at the top of their game, Enghouse Interactive (News - Alert) provides its Quality Management Suite (formerly CallRex). The solution, designed to integrate computer recording/desktop monitoring, call recording and agent evaluation capabilities, is now available in version 5.0.
Enghouse Interactive, the developer of the most comprehensive portfolio of interaction management solutions, focused on tighter integration in this latest version of its quality management solution. Easy-to-use Web-based access to interaction recordings, reports and evaluation capabilities are readily available through a streamlined user interface.
“The Quality Management Suite has always been designed with an eye toward ease of use and affordability,” said 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.”
Not only does version 5.0 support 15 languages, users will also enjoy expanded desktop monitoring capabilities that allow administrators to record and monitor selected business applications according to demand. Profiles can be built according to selected rules, providing flexibility to capture desktop activities per the specific needs of the business. Administrators can leverage selective recording, application-specific recording and even schedule-based recording.
More robust reporting and tracking opportunities are enabled through customer-defined flags added to computer recording files. When included in quality management evaluations, these recordings provide supervisors with the ability to evaluate and guide staff on the best methods to achieve optimal efficiencies in all business application interactions.
Measuring success within the business is easier when Agent Evaluation and Call Recording reports are available in a single location. Supervisors can also leverage integrated search capabilities via multiple types of media. For instance, desktop and voice recordings can be accessed through a single reporting interface. Evaluation reports on all agents can be scheduled, saved, viewed and exported in the newest dashboard.
The latest version also includes support for Microsoft (News - Alert) Windows 8, Windows 2012 Server, SQL 2012 and Silverlight 5.0. Users will also benefit from improved system alerting, event log entries, automated e-mails and increased API access for optimal computer recording. All current Enghouse Interactive customers with an active Platinum Support Plan will have access to this latest release this June.
Edited by Rory J. Thompson