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One tool that speaks to the needs of coaches, analysts, and contact center leaders alike. Feedback Thats Timely, Targeted, and Trackable Performance insights shouldnt wait for the monthly reportand agent feedback cant wait until quarterly reviews. The result? One source of truth. One place to explore performance.
Real-Time Analytics: Provides live insights to assist agents during ongoing interactions. Sentiment Analysis: Analyzes customeremotions to improve engagement. AgentCoaching and Performance : Real-time tools identify coaching moments, enhancing performance during live calls.
Evaluate and improve agent performance – The ACD can let you listen to live agent calls and record them to review later. You can also use coaching and barge modes to listen to conversations and help guide agents, or even to take over a call and speak directly with the customer.
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