Call Recording, Monitoring, Coaching, Conferencing and Agent Text Messaging

CT server software also manages the permanent digital recording of user-selected conversations between call center agents and contacts. These recordings can be used for quality assurance, auditing or training purposes and are stored in a digital format to prevent any loss of quality during playback.

Recordings are tied to call records and can be easily accessed by searching on specific criteria. File names are recorded in the Call History Database for retrieval.

Supervisors can easily record agent/caller conversations simply by selecting an agent from the Agent Messaging Window and pressing the "Record Button" on the screen.

Supervisors have access to a point-and-click interface to allow instant monitoring or coaching of any agent logged onto the system. Conferences can be established from any agent station to allow three-way conferencing or agents can transfer calls to allow the agent to be released from the call.

Agents can interact with other agents or supervisors using an integrated text messaging system.