C.E.M.S. Quality Monitoring Software

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Lori Fratilla

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Data Collection Resources Releases C.E.M.S. 4.0 Quality Monitoring Suite

Colchester, Connecticut - October, 2003 – Data Collection Resources today 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, the first voice-triggered screen event recording application.

C.E.M.S. 4.0 offers an enhanced user interface and extended feature set. Major feature enhancements include:

Centralized record server database design for multi-site recording solutions
New ‘call history’ database
Custom report wizard for user access to library of pre-built reports
Enhanced management reports for productivity analysis
Enhanced Record on Demand Capability
‘Single Call’ – enhanced call replay and evaluation
Improved blended and remote agent monitoring ability

C.E.M.S. 4.0 random record functionality schedules and records agent-customer events and manages the entire customer experience. 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.

According to Larry Hennessey, Director of Call Center Technology, “We are very excited about our much anticipated fourth generation of product. With the launch of C.E.M.S. 4.0, Data Collection Resources maintains a steadfast corporate commitment to meet and exceed our customers' requirements for leading edge quality monitoring software without the cost and complexity.”