To survive in today’s competitive landscape, companies need to ensure they’re delivering the best possible experience in every interaction, transaction, and conversation. For many modern business leaders, this process begins with quality management.
A comprehensive quality management suite has a powerful impact on a company’s performance, reducing the risk of lost calls and missed conversions. Enghouse Interactive, one of the market leaders in communication technology, offers a comprehensive quality management suite just for the modern marketplace. The solution features a combination of tools, from call recording and live monitoring to desktop recording, and agent evaluation.
Today, we’re going to be reviewing the features and benefits of the Enghouse Interactive call recording and quality management suite for contact centres.
Enghouse Quality Management Suite Review: Features
Created to improve the visibility and traceability of the customer journey, Enghouse Interactive’s Quality Management suite promises companies an easy way to evolve. The feature-rich multi-channel solution is suitable for companies of all sizes hoping to invest more time and effort into compliance, security, and offering excellent services.
Fast to deploy and easy to use; the Enghouse Quality Management suite is wonderfully easy to use, with a pay-to-for-what-you-use approach to pricing. Enghouse even allows business leaders to add the features and licensing they need as their company evolves. Features of the Enghouse Interactive Quality Management suite include:
- Screen recording and live monitoring: Capture the call, desktop activity and more, to help supervisors identify problematic processes and coach staff in real-time.
- Desktop: Start, pause, and stop recordings in the desktop, and tag information to help protect crucial data.
- Unified interface: All modules for recording and analytics are available from the same web-based user interface for minimal training.
- Evaluation score cards: The evaluation module supports supervisors in scoring staff and gamifying the customer service experience
- Multi-language support: Select the language you want from various options, including English, French, Spanish, French, German, Italian, and more.
- Analyse recordings: Use the real-time speech analytics solution from Enghouse Interactive to monitor and assess recordings in real-time.
- API access: Use APIs to leverage the value of recordings with various crucial business systems, including your CRM.
The Enghouse Interactive quality management suite is suitable for call, screen, and text-based communication recording. This is ideal in an environment where customers are exploring a variety of new ways to interact with businesses. The call, screen, and text recording features provide historical playback and real-time monitoring for all kinds of multi-channel interactions, whether they’re internal, outbound, or inbound.
Aside from extensive recording tools, companies also get access to state-of-the-art speech to text transcription, enhanced by text analytics for a better view of business operations.
Enghouse Quality Management Suite Review: Benefits
A comprehensive solution for quality management, the Enghouse Interactive system integrates seamlessly with other Enghouse Interactive products, including the contact centre, communications centre, and the real-time speech analytics service.
Used correctly, this comprehensive suite of tools can positively transform your business, helping you to document interactions, maintain compliance, and provide consistent feedback to team members. The solution can even help supervisors in a hybrid and remote working environment to offer real-time coaching and support with speech analytics to guide them. Some of the biggest benefits of the Enghouse Interactive Quality Management Suite include: