Call Monitoring

“Monitor” calls, “whisper” to employees, or “barge” in to help.
Call Monitoring is an empowering tool that helps supervisors train and manage sales and customer service staff in real time. This add-on feature allows authorised users to listen in on and “monitor” calls, “whisper” to the agent being monitored and also “barge” into the call to help facilitate a discussion.

Supervisors can monitor any extension on the account they select easily and even access the feature remotely from their smartphone or laptop using the Mobile App, Web App or Desktop App. Once an extension is selected and call monitoring begins, switching between “monitor,” “whisper,” and “barge” modes can be done with a simple keystroke.

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Quality assuring

Monitor sales and service calls seamlessly, engage as needed with “whisper” and “barge” capabilities and use the service as a training or coaching tool.
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Use PIN numbers to make sure that only approved users can monitor calls and access the service remotely via the Mobile, Web and Desktop Apps.
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For transparency, an optional legal announcement can be configured from your online account portal and incorporated into your protocol.

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