Quality Management System Software - Call Center Quality Management Software - Quality Management Solution
Quality monitoring, call recording, and agent evaluation software in an affordable suite.
Quality Management Suite
Improve your business operations with an integrated quality management and call center optimization suite.
There are many reasons why companies choose to record and monitor their telephone interactions. From observing business processes in action to improving customer service, Enghouse Interactive Quality Management Suite (formerly CallRex) offers the tools necessary to improve your business. Comprised of Enghouse Interactive Call Recording, Enghouse Interactive Computer Recording, and Enghouse Interactive Agent Evaluation, the suite is the ideal tool for emerging contact centers.
Companies of all sizes benefit from call recording technology. Resolve customer disputes, comply with legal requirements, reduce liability, increase employee productivity, and improve customer service using call recording and live monitoring software.
Call Recording software features a Web-based user interface that is designed for ease-of-use and simplicity. Authorized users can view the status of users in real-time, silently monitor calls, and set triggers for call recording. Calls can be recorded full-time, on-demand, or using triggers. Export call recordings for e-mail, linking to CRM or other business systems.
Capture the entire interaction—telephone and computer activities—using Computer Recording in concert with Call Recording software. Desktop monitoring software enables you to ensure consistent and correct use of business systems, identify training opportunities, and remove barriers to employee productivity.
Administrators can set recording profiles to suit their business needs; from recording computer activity throughout the day to recording screen activities exclusively when users are on the telephone. After-call work can be recorded for comprehensive quality monitoring programs.
Equip your employees to deliver better customer experiences through quality monitoring and agent coaching with Agent Evaluation software. Employees will benefit from feedback and training utilizing live customer calls and objective feedback mechanisms. Flexible scorecard templates allow you to tailor your quality assurance program to your business needs. Deliver objective employee evaluations, coach employees for improved success, and track performance improvements over time using Agent Evaluation software.