Cisco Monitoring and Recording
Callcentersneedtobeabletoguaranteethequalityofcustomerservicethatanagentinacallcenterprovides.Toprotectthemselvesfromlegalliability,callcentersneedtobeabletoarchiveagent-customerconversations.TheSilentCallMonitoringfeatureallowsasupervisortoeavesdroponaconversationbetweenanagent
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