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 Edge, 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:

Client UI

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.