Sunday, June 13, 2021

Enghouse freshens Quality Management Suite

After swallowing several companies, a small Canadian enterprise software company that makes call centre-related solutions is almost finished rebranding its products.

This week Enghouse Systems Ltd. released version 5.0 of what is now called Enghouse Interactive Quality Management Suite, which records telephone and computer interactions staff have with customers.

The application had been known as the CallRex Quality Management Suite stemming from the previous owner, TelRex, which was bought in 2011.

Now all but one of the brands Enghouse bought in the last several years – including Arc Solutions (maker of attendant consoles and communications management systems for Cisco Systems Inc. telephony systems), CosmoCom (cloud-based contact centre), Datapulse (attendant console for Microsoft, Avaya and mixed switch environments), Syntellect (contact centre for mixed switch environs), Telrex (the CallRex line) and Trio (interaction management solutions for Microsoft and telephony platforms) — have been renamed under the Enghouse Interactive banner.

For example Syntellect CIM is now Contact Center: Enterprise.
Only New Zealand-based Zeacom Group Ltd., which Enghouse bought in 2012 and makes a multimedia contact centre solutions for Cisco, Avaya and Microsoft telephony platforms, still has its own brand.

Some of the companies are based in Europe and their products aren’t available in North America.

Enghouse says Quality Management Suite’s tools for call recording, agent evaluation, and desktop recording are aimed at contact centers.

It says recording software can resolve customer disputes, comply with legal requirements and increase employee productivity.

The suite also has an agent evaluation module, which Enghouse says lets organizations  give objective assessments to staff using consistent criteria and customized scorecards.

In addition to the name change, version 5.0 has several new features according to Bruce Sherman, the company’s quality management solutions product manager.

A new interface has unified the suite’s three modules so they are accessed by tabs at the top of a browser, he said. “They were somewhat separate sessions, and we’ve tightened that down to fit today’s more standard browser-based and tabular minded navigation style. It makes it easier for users.”

Search and reporting functions have been centralized to make them easier for administrators to access.

The computer recording function, which captures keyboard strokes and screens, has been extended to the agent evaluation module to go along with call recording.

Sherman said the biggest overhaul is the way the suite does computer recording – it can now selectively record the use of applications by setting rules to focus better on what a staffer doing.

The suite now also supports for Microsoft Windows 2012 Server, Windows 8, Silverlight 5.0, and SQL Server 2012.

Enghouse Interactive is one of three divisions of Enghouse Systems. The networks division makes network software solutions for telecom and energy utilities whiel the transportation unit makes solutions for public and private transportation companies.

Enghouse Systems [TSX: ESL] reported net income of $3.4 million on revenue of $42 million in its latest quarter. For fiscal the fiscal year 2012 (which ended Oct. 31) it reported profit of $20.9 million on revenue of $136 million.

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Jim Love, Chief Content Officer, IT World Canada
Howard Solomon
Howard Solomon
Currently a freelance writer, I'm the former editor of ITWorldCanada.com and Computing Canada. An IT journalist since 1997, I've written for several of ITWC's sister publications including ITBusiness.ca and Computer Dealer News. Before that I was a staff reporter at the Calgary Herald and the Brampton (Ont.) Daily Times. I can be reached at hsolomon [@] soloreporter.com

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