Page 11 - Telecom Reseller March-April 2017

March/April 2017
Telecom Reseller 11 telephony platform in the central European
market. Combined with security and compliance enhancements for this region, and integrated with its popular Voxtron contact center platform, Enghouse Interactive is well- positioned for signi cant growth in one of the world’s largest economies.
In addition to a vastly improved user experience for both agents and supervisors, the updated UI provides a suitable framework for the addition of multi-channel interaction recording, which will be available later this year in QMS 7.1.
Not restricted to contact centers, QMS
is an invaluable resource for gaining a comprehensive understanding of employee activity and customer interactions, and the impact of new training programs, from help desks and desk-based sales teams, to individual operators and call attendants.
Additionally, for businesses that operate
in highly-regulated and volatile industries such as banking, healthcare and government, QMS provides liability protection whilst helping regulated rms meet their compliance obligations.
“Quality Management Suite 7.0 is the solution that businesses need to drive the highest quality customer interactions,” added John Cray.
More at www.enghouseinteractive.com. ●
Enghouse Interactive
nhanced user interface, evaluation Suite is comprised of three modules: Call module and portfolio integration Recording for interaction recording and live increase agent and supervisor monitoring; Agent Evaluation for call scoring
performance, and service levels and agent coaching in contact centers; and PHOENIX, AZ - Enghouse Interactive has Computer Recording for desktop recording
e ective decision-making. Enhancements include work ow improvements to the presentation of questions within scorecards and the ability to conduct evaluations in a separate window from the associated media, making access to supplementary information contained within QMS easier for the evaluator to access during an evaluation. Supervisors bene t from unfettered access to evaluations and reporting, which are critical to high- performance, omni-channel contact centers. e 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, increases process e ciency and e ectiveness.
“In a global marketplace emphasizing
the quality of the customer experience, organizations must have the means to
monitor, record, review and evaluate customer interactions, quickly and easily,” said John Cray, Vice President of Product Management, Enghouse Interactive. “Enhancements to the Quality Management Suite provide supervisors and agents with much-needed guidance and agility and, most importantly, the ability to continuously improve the value of customer interactions.”
Important to note, QMS 7.0 now integrates with the Innovaphone PBX, a widely-used
Introduces Quality EManagement Suite v 7.0
introduced version 7.0 of its comprehensive IP call and computer recording, quality monitoring and evaluation so ware, Quality Management Suite (QMS).
QMS 7.0 re ects Enghouse Interactive’s commitment to delivering a uni ed,
tightly integrated portfolio. A redesigned
user interface (UI) aligns QMS with the TouchPoint client of Enghouse Interactive’s Communications Center (CC) and Contact Center for Enterprise (CCE) solutions.
QMS is increasingly being adopted by CC and CCE customers and integration improvements are an area of continued focus to ensure a seamless experience for users.
Enghouse Interactive’s Quality Management
Yealink Business Desktop IP Phones Complete Interoperability Testing ...continued from page 10
from a common network platform, over any type of network architecture.
e successful completion of interoperability testing assures service providers and carriers worldwide of the interoperability between Yealink o ce IP phones and the BroadWorks SIP platform. Businesses and consumers enjoy a wide range of Yealink phone choices, as well as the joint bene ts of the BroadSo industry-leading UC cloud services and Yealink endpoint’s remarkable HD voice quality and rich phone functions.
“We have a long-standing relationship with Yealink and are pleased to recognize Yealink as a BroadSo Solutions Partner,” said Taher Behbehani, Chief Digital Marketing O cer.
“Our joint e orts have been deepening
for years and we are glad to complete interoperability testing with Yealink phones and BroadSo ,” he added. “ e completed testing expands our service providers’ product o erings and helps our business customers connect and collaborate e ectively.”
“We are very excited to see our full series of desktop phones added to the BroadSo platform,” said Stone Lu, Yealink Vice President. “ is is the direct result of our rm commitment to BroadSo solutions and it re ects our longstanding e ort to expand the bene ts we o er our mutual customers,” added Mr. Lu. “ e completion of testing includes our upcoming T4S series and we very much look forward to future cooperation with BroadSo as we continue delivering more innovative endpoint solutions globally for businesses of all sizes.”
Yealink’s T4S series is the upgraded IP successor to the T4 series. e Yealink T4S series features an elegant appearance, Optima high-de nition audio quality and a remarkable phone experience. Integrating cutting-edge features like Wi-Fi and Bluetooth connectivity, the T4S series enriches business users’ daily collaboration. More information about Yealink phones can be found at Yealink’s Product Page.
For additional information, visit www. BroadSo .com and www.yealink.com. ●
and live monitoring. When paired with Enghouse Interactive’s Real Time Speech Analytics (RTSA), the Evaluation module makes it simple for supervisors to provide live, actionable feedback to agents. e rst solution of its kind, RTSA analyzes agent and customer speech to provide live feedback to agents, team leaders and quality assurance teams about
what is being said and how it is being said. It monitors stress levels, speech clarity, crosstalk, volume, and script adherence, all whilst the call is in progress.
With QMS 7.0, the Evaluation module has been enhanced to empower contact center managers with greater visibility of agents’ performance KPIs, facilitating quicker, more
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