Connecticut-based Data Collection Resources (DCR), a maker of quality monitoring, call center recording, and eLearning management software for call centers has released Customer Experience Management Suite (CEMS) 5.2.

CEMS 5.2 offers new features that the company says make managing and reporting agent performance less complex and more robust. Those features include easier management of pre-recorded events, additional agent management protocol, added real-time capabilities and the addition of new management report templates to the CEMS’ management reports library.

DCR markets itself as a mid-priced software vendor, selling alternatives to legacy quality systems. The company says that CEMS, their core offering, can be affordably configured and implemented for total recording, random recording, record on demand, customized agent evaluation, real time monitors for agent screens, synchronized audio video, eLearning management and extensive management analysis and reporting.