We are using AWS Connect and it has very good audio recordings of our support calls. Does anyone know of a tool or plugin that also records screens of the agent so a manager can see what an agent was looking at when they are listening to a call for coaching, compliance, etc.
You’re in the area of employee monitoring… There are a lot of options in this area.
Very cool to see. We have a Proof of concept going with Terramind, but https://www.calabrio.com/ seems to be more purpose built for call center managers. Any other tools I should look at?