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Ensuring consistent,high-quality customer service is a top priority for businesses—especially those with call centers or customer-facing teams."Call Monitor"is a VoIP feature that allows authorized users(e.g.,managers,supervisors)to listen to live or recorded calls in real time,without the caller or agent knowing(or with notification,depending on configuration).Redstone Systems integrates a robust"Call Monitor"feature into its REX Series IP-PBX and UMS platform,enabling businesses to uphold service standards,train staff,and ensure compliance.
Redstone’s"Call Monitor"offers flexible monitoring modes to fit different needs.“Listen-only”mode allows managers to silently monitor calls for quality assurance—e.g.,checking if agents are following scripts,addressing customer needs,or maintaining professional etiquette.“Whisper”mode lets managers speak directly to the agent without the caller hearing,providing real-time guidance during complex calls.“Barge-in”mode allows managers to join the call as a third party,useful for resolving escalated customer issues.
For call centers and customer service teams,"Call Monitor"is a powerful training tool.New agents can listen to monitored calls from top performers to learn best practices,while managers can use recorded monitored calls for one-on-one coaching sessions.This helps improve agent skills,reduce errors,and ensure consistent service across the team.
Compliance is another key application of Redstone’s"Call Monitor".In industries like finance and healthcare,calls must adhere to regulatory guidelines(e.g.,disclosing terms,protecting customer data)."Call Monitor"allows managers to verify that agents are following compliance protocols,reducing the risk of fines or legal issues.Monitored calls can also be recorded and stored for audit purposes.
Redstone’s"Call Monitor"is designed for security and control.Access to the feature is restricted via role-based permissions,ensuring only authorized users can monitor calls.Managers can configure notification settings—e.g.,agents receive a subtle alert when a call is being monitored(compliant with local privacy laws).The feature also works with call logging tools,recording details of monitored calls(e.g.,date,time,agent,caller)for tracking and reporting.
Integration with Redstone’s ecosystem enhances the value of"Call Monitor".It works seamlessly with call recording,allowing managers to save monitored calls for later review or training.It also syncs with the UMS platform,enabling managers to initiate monitoring from a centralized dashboard—no need to be on-site.For multi-site businesses,"Call Monitor"supports cross-location monitoring,allowing managers to oversee teams in different branches from a single location.
Redstone’s"Call Monitor"is scalable,working with all REX Series IP-PBX models.Whether you’re a small call center with 10 agents or a large enterprise with 1,000+customer service reps,the feature adapts to your team size and needs.
For businesses committed to delivering exceptional customer service,"Call Monitor"is an indispensable tool.Redstone’s solution delivers the visibility,flexibility,and security needed to train staff,uphold quality standards,and ensure compliance.
Redstone Systems, Inc. founded in Delaware, USA in December 2002, has been the ODM vendor for many well-known communications companies, serving the Southeast Asian market. In 2020, Redstone Systems will begin to return to the North America market with its self-developed brand.
Redstone has a complete product line of intelligent voice gateways, providing IP-PBXs, analog VoIP gateways (FXS/FXO), digital VoIP gateways (E1/T1), border appliances, and session boundary controllers (SBCs).
With advanced technology in digital signal processor (DSP), speech coding and speech processing, as well as efficient operational tools such as cloud remote management, auto provisioning, Redstone gateways are widely used in markets of enterprise communications, cloud communications, call centers, operators’ IMS/SIP trunks, bringing users friendly, efficient and reliable communication experience.
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