Quality Management Suite Overview
Quality Management Suite is a packet-based call recording and monitoring system for IP or IP-enabled telephone systems. It consists of several services - background processes that perform recording and storage, and which are started when you start up the server - and the client user interface (UI) that runs in your favorite web browser, including Internet Explorer, Firefox, Chrome, and Safari.
The Quality Management Suite includes the following components.
- Call Recording - for interaction recording and monitoring software
- Screen Recording - for desktop screen recording and monitoring software
- Text Recording – for email and chat recording
- Agent Evaluation - for interaction scoring and agent coaching for contact centers
What are the Suite benefits?
Quality Management Suite includes the following benefits.
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Improve employee training with "real life" examples and real-time feedback
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Optimize company systems for ideal performance
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Ensure employees appropriately utilize business needs
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Gain a comprehensive understanding of employee activity and customer interactions
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Reduce liability and achieve regulatory compliance by documenting calls
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Provide an audit trail for security
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Meet legal obligations
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Monitor and train agents unobtrusively and efficiently
Quality Management Client user interface
The Quality Management Client is a user interface (UI) that runs in your web browser. It looks like this:
You use the Quality Management Client to:
- Monitor activity in real-time
- Search and playback recordings
- Perform agent evaluations
- View reports
- Configure details of your telephone system and users.
- Configure Quality Management Services.