Screen barging is an agent and quality monitoring capability that allows contact center managers to drop in on live interactions.
Screen recording tools record agent screens to monitor call center customer interactions and provide complete visibility on agent-customer relations to help drive performance,
secure payment processing is an identification and authentication measure used to protect customer PII (private identifiable information)
Sentiment analysis uses machine learning algorithms to automatically gauge conversations for their sentiment.
Sentiment scores are a metric for measuring customer sentiment. Sentiment scores can range from 0-100, where 100 is the most positive possible outcome and 0 is the least.