Artificial intelligence (AI) and natural language processing (NLP) are increasingly being integrated into call monitoring software, allowing for more advanced analytics and insights into customer sentiment and feedback.
Call monitoring software is tool contact centers use to monitor, evaluate and analyze interactions between agents and customers in real-time or recorded format to improve customer service quality, agent performance, and compliance with company policies and regulations.
Call monitoring software is used in call centers to improve the quality of customer interactions and ensure compliance with company policies and regulations. It enables managers to listen in on calls, record them, and provide feedback to agents, which helps identify improvement areas and enhance the overall customer experience.Â
Additionally, call monitoring software can also be used for performance evaluation, training purposes, and dispute resolution.
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Convin is an AI-backed contact center software that uses conversation intelligence to record, transcribe, and analyze customer conversations.
