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Building on the new capabilities in Release 12.0 which enable organizations to leverage Ring Central UC and Presence indicators along with some Touchpoint enhancements, there is now a web-based Touchpoint Web user interface (UI) that integrates with Microsoft Teams for even more flexibility.
New Teams and / or SIP Features Added:
A new evaluation workflow feature enables supervisors and managers to create workflow processes with multiple states and owners. It also automatically notifies users of new activities they must complete, while tracking progress at each step of the process. A new Supervisor Calibration feature helps ensure consistency between supervisors. QMS now support AWS transcription, providing customers with a choice of either Cloud or on-premise (Nuance) transcription services
A new workflow feature has been added. This allows Quality and HR Managers to create workflow processes with multiple states and owners, and to have tasks automatically notify users of new activities they have to complete, whilst tracking the progress of each step of the process.
A new Calibration feature has been added that allows for the improvement management of supervisor calibrations, with the potential to improve consistency between supervisors much more easily, through more controlled calibration processes and easier analysis of results.
It is now possible to elect to have the screen recording client perform post-call media processing, reducing server load, and with the potential to lower TCO.
QMS is now able to support AWS transcription, providing customers with a choice of either Cloud or on-premise (Nuance) transcription services.
QMS 9.0: Evaluation Workflows
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Proteus for Cloud provides detailed cost and usage analysis of communication systems (for a wide-range of UC and UCaaS solutions including Microsoft Teams) while delivering all the features of the premise-based Proteus platform, but with the added reliability, scalability, and security of Enghouse Cloud.
Video based training has been proven to be easier to understand and better retained than text only learning. Momindum provides all the HD video recording, editing, sub-title overlays, and translation tools you’ll ever need to deliver the best training courses ever. Momindum’s high performance platform also ensures agent (and staff) training consistency across the organization – locally or globally. Momindum also includes embedded evaluation and performance tracking capabilities. Being open standards based facilitates its integration with a wide-range of workforce management applications that can help further enhance agent performance optimization.
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