Live Customer Call Monitoring and Coaching

Ability to Monitor, Coach, and Barge-in into live customer calls

Now Supervisors can stay on top of customer calls in real-time with our enhanced monitoring feature. Supervisors can ensure call quality and compliance while they happen, resulting in improved oversight and increased customer satisfaction.

Supervisors can boost agent performance and confidence with our new coaching capability. Supervisors can provide real-time guidance during customer calls, helping agents deliver exceptional service and enhance overall customer satisfaction.

When a supervisor needs to provide immediate assistance, our barge-in feature allows them to seamlessly join ongoing calls, ensuring faster issue resolution and an even better customer experience.

Release date

This feature was released on 7th July 2023.

Questions?

If you have ANY questions, contact your sales rep or customer success team directly. They're the qualified experts to get it sorted and have you up and running in no time.

Resources and Videos

We have plenty of resources to support your contact center efforts on our website under Resources: www.contacto.com

Access our product videos on YouTube: https://www.youtube.com/c/Contacto-by-plivo