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Quality Management Suite - SMB - Overview

Affordable call monitoring and recording solution for NEC, Cisco or Microsoft communication platforms.


Observe business processes, improve customer service, and resolve customer disputes with proven contact centre software. Quality management does not have to be an expensive endeavour, nor does it have to be limited to the contact centre. The voice of the customer can be a powerful tool, and our Quality Management Suite puts captured interactions to work across company silos.

Quality Management Suite includes

  • Call Recording: interaction recording and monitoring software
  • Agent Evaluation: call scoring and agent coaching for contact centres
  • Screen Capture / Computer Recording: desktop computer recording and monitoring software

Business benefits

  • Improve employee training with real life examples and real-time feedback
  • Optimise company systems for ideal performance
  • Ensure employees appropriately utilise business assets
  • Gain a comprehensive understanding of employee activity and customer interactions
  • Reduce liability and achieve regulatory compliance by documenting calls
  • Provide an audit trail for security
  • Meet legal obligations
  • Unobtrusively and efficiently monitor and train agents

A complete unified communications solution

Although available as a standalone solution, Quality Management Suite is a module that forms part of NEC’s Unified Communications for Business (UCB) and Enghouse Interactive Communication Centre (EICC) - streamlined, easy to use application suites that can be tailored to meet the needs of almost any size business. These solutions integrate contact centre functionality with unified messaging, rich presence, mobility and desktop telephony applications for NEC, Cisco and Microsoft communication servers.

To learn more about NEC’s Unified Communications for Business (UCB) suite of applications and how they may benefit your business, click here.

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