Technology Industry

Data Collection Resources releases C.E.M.S. 4.0 quality monitoring suite

Customer Inter@ction Solutions, Nov 2003

Data Collection Resources has announced the fourth major version of its quality monitoring and recording software with the release of C.E.M.S. 4.0., an enhanced application suite providing scheduled monitoring and recording, agent evaluation and reporting and synchronized screen capture, and a voice-triggered screen event recording application. C.E.M.S. 4.0 offers an enhanced user interface and extended feature set from previous versions. Major feature enhancements include a centralized record server database design for multisite recording solutions, a new "call history" database, a custom report wizard for user access to a library of pre-built reports, enhanced management reports for productivity analysis, enhanced record-on-demand capabilities, "Single Call" enhanced call replay and evaluation, and improved blended and remote agent monitoring abilities. The application runs on a Windows-based platform, storing recordings in familiar Windows .wav file format on local PCs or shared folders on the company LAN/WAN, with playback of recordings for evaluation and scoring from any desktop "supervisor" PC. C.E.M.S. 4.0 operates in most ACD/PBX environments including Avaya, Nortel, Siemens, Aspect and Rockwell. A fully scalable solution C.E.M.S. 4.0 ensures a migration path for future upgrade or corporate expansion.