Quality Management Suite Overview
Call Recording 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 call recording and storage, and which are started when you start up the server - and the Call Recording 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.
-
-
Agent Evaluation - Use for call scoring and agent coaching for contact centers
-
What are the Suite benefits?
Quality Management Suite includes the following benefits.
-
Improve employee training with "real life" examples and real-time feedback
-
Optimize company systems for ideal performance
-
Ensure employees appropriately utilize business needs
-
Gain a comprehensive understanding of employee activity and customer interactions
-
Reduce liability and achieve regulatory compliance by documenting calls
-
Provide an audit trail for security
-
Meet legal obligations
-
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:
-
Configure details of your telephone system and Users.
-
View and play call records.
- Configure Enghouse
Interactive Call Recording and the other