SMILE.CX PEOPLE
CC Remote listening
Streamline agent monitoring, optimize onboarding, and upgrade quality standards.
Introducing CX Remote Listening, a software solution developed by Covisian. This tool enables supervisors and team leaders to listen to customer-agent conversations independently of the call center platform used, eliminating the need for client-side infrastructure changes. CX Remote Listening provides companies with an easy-to-use tool for verifying service quality, ensuring compliance with legal requirements, and maintaining alignment with company standards.
This tool operates independently of the CTI platform utilized and does not require application integrations.
Monitoring conversations between customers and agents is a critical task often assigned to team leaders and supervisors. This function is especially vital during the training and onboarding phase of new agents or in a work-from-home environment, but it can be conducted continuously across work teams to ensure service effectiveness and alignment with company objectives.
Product benefits
Platform independence
Our product is implemented without relying on the existing CTI or telephone platform, ensuring complete independence and compatibility across systems.
Quality monitoring
The service enables verification of service quality and ensures alignment with current laws and company standards.
User-friendly interface
The product features the same intuitive user interface as Covisian's suite of software products, ensuring ease of use and familiarity for users.
Key Features
Independence from existing telephone or CTI systems
Verification of agents' conversation quality
Identification of individual training needs
Ensures alignment with regulations
Functional specifications
CX Remote Listening is a cloud-based software accessed via any web browser, eliminating the need for PC installation. Enjoy the same intuitive user interface as the entire Covisian product suite for seamless navigation and user experience.