KnoahSoft Enhances Harmony Recording/QM Solution with 3.0

Excellent recording solutions are key to both bolstering quality to enable customer loyalty and toward finding ways to make contact centers more cost-effective through listening where calls can be shortened and be more value-rich.

 

KnoahSoft is helping firms meet these goals with enhancements to its Harmony 3.0 recording/quality monitoring solution. It has new enterprise-ready improvements including a flexible, open reporting architecture, upgraded administrative functions to support large installations and first-class security support.

 

The company is unique in that its recording/QM offerings are derived and driven from real time contact center experience; it was established in 2003 as a division of Knoah Solutions, a very successful 1,000-plus seat offshore, multi-channel outsourced contact center.

 

KnoahSoft Harmony 3.0 complies with rigorous PCI (News - Alert) Standards through the use of advanced encryption, tight integration and synchronization with active directory. It also has enhanced password policy settings with full audit trail tracking and reporting.

 

Harmony extends its Web-based plug-and-play interface with a flexible and open architecture for reports. It runs against both native and external data sources, enabling contact center managers to define rich and comprehensive reports and templates through a powerful report building interface. Those reports can then be easily inserted into the existing application without the need for IT support.

 

With this new open reporting framework, KnoahSoft (News - Alert) is also announcing a unique online report marketplace through the KnoahSoft Web site that gives users access to additional report templates at a nominal fee to augment the wealth of built-in reports. The online report marketplace gives call center managers the convenience of pulling relevant reports from an existing library while maintaining the flexibility to design and use the types of reports they need in their business.

 

Some of the other enterprise-ready features of Harmony 3.0 include administrative and recording enhancements to support diverse installations from a few agents to thousands of seats with minimum manual effort. The solution includes full redundancy and multi-tenancy to ensure all communications are recorded and partitioned without interruption for multiple environments.

 

Also supported are diverse deployment models including remote agents, central contact centers, and branch locations in any combination.

 

Harmony offers pre-built, deep integrations with Avaya (News - Alert) Communications Manager, Avaya Device Media, call control for TDM and IP-based recording, as well as, its long standing, reliable and robust support for all Cisco (News - Alert) Call Manager product deployments.

 

“Harmony 3.0 includes the latest technologies and functionality needed to maximize the performance of world-class call centers,” said Sri Myneni, CEO of KnoahSoft, Inc., in a statement. “Our flexible and open architecture is designed to meet the recording and quality monitor, ring needs of call centers of any size and configuration at a cost effective price.”