ContactCenterWorld - Definition
Phrase: Silent Monitoring
An agent and customer's conversation is being listened to by a manager or supervisor without them being aware.
ContactCenterWorld - Search Results
Your search for 'Silent Monitoring' has returned 4 search results
Global Account Manager
Dialoga Group, LLC
We are a provider of CloudTelephony®, a complete suite of tools used by our global customers to control and manage their support telephone numbers worldwide and all parties involved (outsourced call centres, in-house agents) using dynamic call control, call recording, silent monitoring, call tracking, call queuing, dedicated complex IVR, disaster recovery services, call analytics and many more services. CloudTelephony® is not a Hosted IP solution, it is instead an IN solution which seamlessly integrates with any customer platform. (No installation required. It’s up and running in less than 2 days). Our solution is cost efficient and helps our customers gather efficient costs. We also provide advice regarding the rules, regulations and uses that occur in each country when it comes to selecting phone numbers (DDI, toll free, UIFN, shared cost, premium rates numbers). We do not only cover Europe with our services but also CIS, MENA, Africa, Asia, South & Central America.
2 Records Found
an agent and customer conversation is being listened to by a manager or supervisor without them being aware
|Sytel calls on Ofcom to rethink regulations|
silent calls however for sytel ofcom&rsquos lack of precise guidelines is problematic the regulator has made call centres aware that it is their responsibility to ensure misuse does not occur which is