A call center feature that lets managers listen in on agents' calls in order to improve agent performance. Also called "agent monitoring" and "call logging," it can be done in real time with or ...

Small businesses should look for call center software that includes features such as call recording, call routing, call monitoring, and analytics. These features can help small businesses improve ...

The asserted NICE patents cover a variety of technologies, including speech analytics, call monitoring ... and speech analytics software solutions. In its January complaint, along with its ...