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.

• 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:

• 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.