QMS 7.0 reflects Enghouse Interactive's commitment to delivering a unified, tightly integrated portfolio. A refreshed user interface (UI) aligns with the TouchPoint client of Enghouse Interactive's Communications Center (CC) solution. Advancements to the Evaluation module empower contact center managers with greater visibility of agents' performance KPIs, facilitating quicker, more effective decision-making. Supervisors benefit from unfettered access to evaluations and reporting, which are critical to high-performance, omni-channel contact centers. The ability to display scorecard and media player in a separate window allows evaluators to view other QMS data independently which, coupled with a more intuitive presentation of data, increase process efficiency and effectiveness.
Enhancements in QMS 7.0 User Interface Refresh • A fresh, new user interface elegantly aligns QMS with Enghouse Interactive's TouchPoint application, the agent and supervisor utility for Communications Center solution Support for Innovaphone •Support for the new Innovaphone PBX allows the German market access to QMS and includes recording status notifications for agents to comply with privacy laws Evaluation Improvements •The media player and score cards can now be viewed in a separate window, allowing evaluators to view other QMS data independently Desktop Utility Improvements • Notes and flags can now be added to recordings • System tray icons alert of the recorder status General Enhancements • Support for 'call record time reporting' in local time / or UTC • QMS now supports stereo recording and playback