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Call Monitoring

Improve customer service training with active call monitoring solutions. Real-time call statistics and integrated web and desk phones for monitoring enable quicker resolutions and better customer satisfaction scores.

About call monitoring

Oversight for call centers

Telzio provides live call monitoring features such as listen-in, barge, and whisper, as well as call recordings and analytics. Our dashboard provides a real-time display of live calls on your phone system, and tools for monitoring calls.

Enable call center managers to log in from any location, and monitor queues, agents, and active participation on calls through the dashboard. Use the built-in webphone as well as desk phones and mobile devices for listening in to agent calls.

Live dashboard

View call and agent activity that updates in real-time.

Whisper

Coach agents during calls, without the customer hearing.

Barge

Join into calls and improve resolution outcomes.

Record

Tag call recordings for ongoing trainings.

How it works

Monitor calls from anywhere

Get web-based calling and monitoring capabilities through the Telzio Dashboard. Our live display of incoming calls and queue metrics gives customer service teams instant insight, and our integrated web and desk phones allow agents and managers to act quickly. It's as easy as one click to start monitoring a call.

Telzio's highly-scalable call center and monitoring solutions support sales and support teams of any size. Our user-free model is ideal for rapid expansion. Create secure monitoring and administrative permissions for authorized users, and a compliant data retention policy for call recordings.

FAQs

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What devices can I use to monitor calls?

You can monitor a call by joining from the webphone, mobile app, or a desk phone.

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Can I record calls?

Yes. Call recording is included with Telzio.

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Do I have to be an admin to monitor calls?

The administrator can assign call monitoring permissions to authorized users.

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What are the different call monitoring modes?

Calls can be monitored in three different modes - monitor, whisper, and barge.

Related features

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Disruptive pricing

Scalable pricing with features and unlimited users included from day one.

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