Enghouse Interactive, a leading developer of a comprehensive portfolio of contact centre software and services, announced that Mitel has certified Enghouse Interactive’s Quality Management Suite version 7.1 for MiVoice Business 8.0 SP1, MiVoice Border Gateway 10.0 and its Secure Resource Connector (MBG/SRC).
Products and services certified through the Mitel Interoperability Certification Program deliver reliability, compatibility and quality to end users and significantly increase resale and distribution opportunities for Mitel Solutions Alliance (MSA) members like Enghouse Interactive.
Enghouse Interactive’s Quality Management Suite (QMS) is comprised of three modules: Call Recording for interaction recording and live monitoring; Agent Evaluation for call scoring and agent coaching in contact centers; and Computer Recording for desktop recording and live monitoring. By delivering quality management to contact center agents, supervisors and managers throughout an organization, QMS is an invaluable resource for gaining a comprehensive understanding of employee activity and customer interactions. QMS is also necessary when assessing the impact of new training programs, from help desks and desk-based sales teams to individual operators and call attendants.
“QMS is a great tool for improving the quality of a company’s communications with their customers. But in addition to that, for businesses that operate in highly-regulated and volatile industries such as banking, healthcare, and government, QMS provides liability protection whilst helping regulated firms meet their compliance obligations,” said Ernie Wallerstein, President of Americas, Enghouse Interactive. “We are very excited about this certification and the implications for the global partner community. By expanding the population of businesses to whom they can sell QMS, Enghouse Interactive continues to make good on its promise of being the easiest partner to do business with.”
The Mitel Interoperability Certification Program validates interoperability and all integration points between the Mitel platform and the partner’s products or services. The goal is to maximize the quality and reliability of integrated products/solutions/services, minimize partner and Mitel support burdens, and encourage customer confidence in third party product (3PP) offerings, thereby guiding customers toward selection of Mitel-certified solutions.
Earlier this year, the Mitel 3PP Verification Group successfully completed the Mitel-Compatible Test (MCT) certification between the Enghouse QMS Call Recorder and the Mitel MiVoice Business Release 8.0 business communication platform. Mitel’s line of MiVoice Unified Communications platforms addresses both small business and large enterprise needs, providing extensive communication features, robust call control, and support for a wide range of innovative desktop devices and applications.