Contact centers are required to assure the quality of customer service provided by agents to customers. To provide assurance of quality, the ability to monitor the agent-customer conversations is critical to call center business.
Parsec’s MARS Remote Silent Monitor(RSM) application for Cisco CUCM /UCCX /UCCE / PCCE enables an authorized supervisor to remotely silently monitor an agent during a conversation without the customer or agent knowing that he/she is being monitored. The supervisor can monitor an ongoing agent call by dialing the enterprise MARS RSM IVR number from any phone (Mobile Phone,Land Line ,Internal Cisco IP Phone). The supervisor can monitor both incoming calls & outbound calls dialed by the agent. Multiple supervisors can simultaneously monitor different agent extensions. Each supervisor & agent is assigned to user groups. A supervisor & agent can belong to one or more groups. A supervisor can monitor agents assigned to his/her group only.