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Third Party Monitoring App

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- Allows contact centers, notably Outsourcers, to provide clients with access to listen to specified live calls that are associated to them

The Third Party Monitoring application lets your clients monitor their calls in a controlled and secure environment.  Most applicable to Outsourcers, Third Party Monitoring application allows you to setup “Projects” that are comprised of a group of ACD skills and provides dial-in access for your clients to monitor.

 

Third Party Monitoring enables you to:

 

  • Offer a value-added service to your clients and collect revenue for access
  • Easily set-up skill groups and PIN secured dial-in access
  • Know when and which calls your VIP customers monitor
  • Implement quickly and easily
  • Realize a market advantage without buying equipment

 
















 

It helps us to be better prepared to address the customer’s needs overall.

Eric Magnuson, Call Center Manager folica.com

 

The Third Party Monitoring application allows you to grant controlled and secure dial-in access to your clients to monitor only the calls you specify.

  • Web Administration
  • ACD skills grouping
  • PIN protected dial-in access for client monitoring
  • Define which calls your clients can monitor
  • VIP customer notification
  • Call logging of monitored calls
  • Monitored call tagging