Live Monitoring

“The Live Monitoring feature provides authorized users with the ability to monitor live interactions within the organization.”

Live Monitoring

The Live Monitoring feature provides authorized users with the ability to monitor live interactions within the organization. This provides users with an in-depth understanding of live interactions and the ability to evaluate agents’ strengths and weaknesses. Live monitoring also enables supervisors to live-coach agents via Chat, so they can easily and quickly intercept problem calls and resolve issues as they happen.

Features:

▸ Live monitor a range of modalities, including Voice, IM/Chat and Video
▸ Live monitoring license included with recording modality license at no additional charge
▸ View Skype for Business presence from within the live monitoring panel
▸ Initiate a call, email or IM/CHAT session from the live monitoring panel
▸ Sort users by various filters, including presence, call status and groups

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What Clients Are Saying...

"At Vital Communications, we have had the pleasure of working with the Numonix organization for many years. They are easy to work with, very responsive to our needs and offer fantastic support."

“Having RECITE integrated into our Lync solution has expanded our call recording capabilities, improving our order verifications and dispute resolution. And Numonix’s service is exceptional!”

“RECITE interaction recording enables us to ensure regulatory compliance and help resolve disputes. Its intuitive search tool makes it easy to quickly find and securely share the recordings.”

“RECITE has empowered CARS Inc. to become more profitable and productive than ever before. It’s completely changed how we manage our contact center, allowing us to do live call monitoring, resolve disputes, train our agents and meet regulatory compliance.”

“RECITE’s Web-based interface enables us to quickly and easily find specific call recordings. With an average of 5,000 calls per research project, easy access to recordings is essential to our success.”

“We chose RECITE to meet regulatory compliance, and it’s done so much more than that. It’s exceeded our expectations by helping to improve our customer service, better train our employees, and validate information from customer calls.”

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Live Monitoring

Live Monitoring

Live Monitoring

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