Call monitoring and whisper
Monitor the calls of your newbie agents and coach them in a real time.
Silent call monitoring
allows a supervisor to eavesdrop on a conversation between an agent and a customer
Whisper coaching
while monitoring a call the supervisor can talk to the agent without making the customer aware of the presence of the supervisor.
Agent monitoring
select a particular agent and listen to all his/her calls as they arrive.
Secure and easy to use
Configure user access
Configure teams and supervisors to define the access level.
View the team calls
View the calls of your team in real time.
Monitor and whisper
Listen to the selected call and push Whisper to speak to the agent without customer hearing.Integration with Cisco
Live monitoring module only requires Cisco UCM and Cisco endpoints (eg IP phones, Jabber). You can benefit from its features without having UCCX/UCCE deployed.
In a Cisco-powered contact centers you can embed PhoneUP webapp into Cisco Finesse to allow supervisor monitor the team calls from within Cisco Finesse desktop.
