Quality Monitoring

Monitor calls to ensure a positive customer experience and business outcome

With agent training costs representing a persistent challenge in most call centers, many have implemented quality monitoring technologies and processes to help ensure a consistent and positive customer experience.

Five9 call center quality monitoring enables supervisors to monitor agent activity and instant messaging, and authorized users can listen to call recordings via the Five9 Reporting application. Supervisors can silently monitor live calls for a selected agent, or randomly monitor calls for campaigns that the supervisor manages.

Additionally, supervisors can escalate from silent monitoring, to "whisper coaching" advice to agents that the other parties on the call cannot hear, or to "barging in" to to the call to speak with all parties. The monitoring status of each agent is color-coded and visible to other supervisors, so that all can see which agents are currently being monitored.

Complement agent training

By utilizing Five9's built-in call center quality monitoring features as a complement to your other agent training programs, you can ensure that today's best practices become tomorrow's standard practice.

Learn More About Call Center Quality Monitoring

Five9 provides many valuable resources on this website to help you learn more about Quality Monitoring with Five9. We encourage you to browse our website and download additional information to help you learn more about our technology and products.

 Blended Call Center Datasheet 

 Predictive Dialer Datasheet 

 ACD Datasheet 

 Total Cost of Ownership Benefits of a Hosted Solution