Supervisors can whisper guidance directly to agents during calls or barge into conversations when escalation is needed. Discreet coaching and immediate support ensure every interaction succeeds.
Sophisticated call monitoring that lets supervisors provide real-time guidance through whisper mode or step into conversations with barge functionality. Professional coaching that improves outcomes without disrupting customer experience.
Supervisors can speak directly to agents during live calls — agents hear the guidance but customers don't. Perfect for coaching new agents, providing answers, or suggesting better approaches mid-conversation.
Benefit: Real-time coaching improves call outcomes without customers ever knowing supervision is happening.
When situations require direct intervention, supervisors can join calls as active participants. Useful for escalations, complex technical issues, or saving difficult situations.
Benefit: Immediate expert intervention prevents lost sales and resolves complex issues quickly.
Listen to calls without agents or customers knowing — perfect for quality assurance, training assessment, and performance evaluation. Full audio clarity with recording integration.
Benefit: Unbiased performance assessment and training opportunities based on real interactions.
Advanced audio routing ensures smooth supervision without technical complications:
Professional supervision.
New agents learn faster with immediate feedback and guidance. Experienced agents get support for unusual situations. Complex problems get escalated to experts without losing customer context or starting over.
Quality assurance becomes proactive rather than reactive — supervisors can prevent problems instead of just identifying them after calls end. Better coaching leads to higher conversion rates and improved customer satisfaction.
Real-time improvement.