Live Monitoring, Coaching & Support for Contact Center Agents

In the call centre industry, real-time monitoring has become a key factor in ensuring the productivity of agents. VElive assists supervisors to improve call handling and customer service through live support, monitoring and coaching when necessary. Remote administrators can silently monitor calls and view screens (using VEremote) at real-time for specified agents. VElive is useful in real-time monitoring and escalation if required, enabling authorized users to hear the conversation and have a more complete perspective of an event as it happens.

VElive is designed for supervisors to control live agent interactions where they can control the screen while the agent keeps control of the call without customers knowing that the agent is getting invaluable real-time training. As the supervisor is involved in the call from start to finish, each successful call outcome boosts the agent's knowledge, confidence and performance providing continuous agent development and improvement. For tracking purposes, upon any monitoring of call through VElive, an automated recording function is performed for post referencing. At any time, VElive allows the user to export the call to .wav for reference. A list of calls monitored will be shown in the Calls index of VElive.

VElive also provides agent with the ability to request for supervisor intervention during a call. With a click of a button, agent can request supervisor to listening, and the supervisor will receive an incoming request. A list of calls in queue will be listed with Agent Name, Remarks and Status, if there is more than 1 request at any one time. The Supervisor can select the response status of Active, Close, Reject, Transfer or Hold that is updated into the respective Agent screen. With this, both Agent and Supervisors are constantly notified of the actions taken by parties, ensuring efficiency and productivity in team work. For more information, please email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it for access to our product demo.