Features
Call Recording
- Vendor-agnostic call recording
- Distributed HA deployment
- Granular role-based access control
- Media lifecycle management
Live agent coaching
- Real-time call monitoring
- Whisper coaching
- Integration into supervisor desktop
Speech analytics
- Voice transcription
- Speech tags
- Automated quality management
Agent desktop analytics
- Desktop activity tracking
- Desktop event triggers (Q4 2024)
Screen Recording
- Agent screen recording
- Multiple displays
- VDI support
Quality management
- Configurable scorecards
- Review planning
- Agent evaluation and training
- Reporting and dashboards