Enghouse Interactive Updates Contact Center Platform

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Enghouse Interactive, which specializes in interaction technologies such as IVR and contact center, has released the fifth version of its Interactive Quality Management Suite, formerly known as CallRex.

Changes include a user interface that brings together the call recording, computer recording/desktop monitoring, and agent evaluation capabilities. For example, call recording and agent evaluation reports now show in one location. There also is support for 15 languages, and expanded desktop monitoring capabilities so administrators may record and monitor specific business applications. Interactive Quality Management Suite further comes with rules-based profiles and customer-defined flags.

Additional features in version 5.0 include support for Microsoft Windows 2012 Server, Windows 8, Silverlight 5.0 and SQL 2012; improved system alerting such as automated emails and event log entries; and increased API access for computer recording functionality.

Version 5.0 will be available to all customers with an active Platinum Support Plan in June. Enghouse Interactive sells through channel partners.

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