Call Monitoring

Call monitoring is a process where calls made or received by employees in a contact center or customer service environment are systematically recorded and analyzed for quality and compliance purposes. This allows organizations to evaluate the performance of their employees, ensure adherence to company policies, and maintain high levels of customer service.

Call monitoring helps to ensure consistent and high-quality customer service by monitoring calls to: identify areas for improvement, provide feedback and coaching to employees, maintain compliance with company policies and industry regulations, and quickly address and resolve customer concerns to improve CX.

Yes, call monitoring is legal in most jurisdictions, but organizations must comply with applicable laws and regulations, such as obtaining consent from all parties involved in the call, notifying employees and customers of call monitoring practices, and handling and storing call recordings securely to protect privacy and confidentiality.

Speech analytics technology uses automated software to analyze and extract valuable insights from call recordings. Advanced algorithms and natural language processing techniques analyze speech patterns, tone, keywords, and other audio cues to identify trends and measure performance in contact center environments.

Absolutely! We can customize our platform according to your specific business needs. And we are equipped to integrate your call data and recordings with a wide variety of generally available CRM products. Data can be transmitted in a variety of ways based on your call volume and security needs.