Automated Real-Time Call Quality Monitoring
Supervisor Command Post
The command post enables supervisors and quality analysts to review every in progress call for their team. Key call events, such as escalation attempts, compliance violations, and sale opportunities are highlighted while the conversations that require the most attention are automatically prioritized. Supervisors can drill into any ongoing call and review individual alerts and the words or acoustic characteristics that triggered them.
EurekaLive tracks script elements as they are completed using contextual speech patterns and alerts agents of key events and changing acoustic sentiment. Ensure your agents are saying the right things at the right time with next-best-action guidance, event alerting, and automated context-driven workflow reminders delivered directly to agents.
High Fidelity Audio Capture
Speaker separated audio provides incredible accuracy to minimize false positives, while cost-effectively scaling to large numbers of concurrent agents.
Snippet Transcripts & Audio Capture
Full text transcription of the audio snippets that trigger alerts and instant playback allow for quick and easy problem identification and triage.