CALL RECORDING & CALL MONITORING

Call Recording

Multimedia Call Recording is available for all types of caller/agent interactions and without respect to interaction type – telephone, email, voicemail, and web chat. phusionPointe's call recording and call monitoring features allow you to archive any necessary call records to meet legislative or governmental requirements and to meet internal audit requirements regarding quality assurance. Calls can be setup to record each and every call, or agents can perform ad-hoc or "on demand" recordings. All of your archived information and data can be accessed through a simple to use web-based interface.

Call Monitoring

Whether you are training new employees or just insuring call quality, our Call Monitoring options are able to assist you. Our wide array of monitoring options allows you to select the monitoring tools which satisfy your individual requirements.

Options include:

• Silent – Silent Monitoring allows you to listen to an agent's call without them being aware. This is helpful in quality assurance situations.
• Whisper- Whisper Monitoring allows you to provide feedback to your agent with only the agent hearing what you are saying. This is helpful for newer agents who may need help in handling calls.
• Barge In – Barge In allows you to take over the call where the agent and the incoming caller can hear you. This works best for hostile callers or in a regulated call center where the type of information an agent can provide is limited.