Contact Center Screen Recording & Barge-In Software

Transform agent performance, training, & accountability with screen recordings

Is remote working hampering your agent productivity? Not anymore! Now view and record ’ screens from anywhere. Managers, get a 360-degree view of the challenges that agents face and assist them based on your online/real-time observations.

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What are screen recordings and screen barge-in features?

Ozonetel Cloudagent offers call recordings and features that let Supervisors barge into a live call (allowing them to snoop, speak with the agent, or conference with the agent and customer). Now extend these capabilities to screens as well.
Ozonetel’s contact center screen recording displays and captures your agents’ screens during customer calls and after-call work to help identify training needs and monitor agents. Screen barge-in enables real-time co-browsing that helps solve issues, instantaneously.

Contact center monitoring for the contemporary workforce

Learn how Modern Contact Centers benefit from Ozonetels Screen Recording Feature
Accountability from Anywhere

Ever wonder if remote agents are slacking off? Or how productive contact center agents are when supervisors aren’t in the room? You can’t and shouldn’t stand over every agent’s shoulder to see if they’re wasting time.

CloudAgent’s contact center screen recording is a low-key way to observe your agents at work.

  • Keep records of agent activities for later review and auditing.
  • Uphold supervisory fairness and neutrality with contact center screen recordings for all agents.
  • Build trust by transforming managers into mentors, not watchdogs.
Transform Agent Efficiency

Improve your in-call procedures and speed up after call work based on a clear view of agent behavior. Visually identify areas for improvement across every process and tool used in your contact center.

  • Understand how to improve workflows based on agents’ real behavior.
  • Assess the productivity impact of CTI integrations.
  • Detect issue blind spots and bottlenecks in agent performance.
On-the-Spot Training and Support

Call quality monitoring has never been easier or more efficient. CloudAgent gives you a comprehensive view of your agents’ entire work activities. You can see where they’re going wrong, give real support, and step-in when needed.

  • Give agents instant feedback on how they can wrap up their calls faster.
  • Improve your new agent onboarding with live, personalized support, by displaying historical screen recordings. Here the impact of live data is highly effective.
Easy to Setup & Scale

As always, with Ozonetel, it’s easy to set up and scale. Get started today with as few as five agents and scale up as you go.

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Part of a Complete Contact Center Suite

Ozonetel Screen recording software is inbuilt into our complete contact center suite. Get all the features you need to build a stellar customer service or sales contact center
Modern IVR

Reduce cost per customer with self-service and multi-level IVR options

Smart Routing & ACD

Accelerate responses with sophisticated routing & automatic call distribution.

Call Recordings

Call recordings are automatically recorded and logged.

Sophisticated Monitoring

Boost performance with live monitoring, sentiment analysis, Whisper & Barge-in tools.

Mobile App

Enable work from anywhere while tracking every call.

ACD

Intelligently route and distribute chats and calls amongst your agents.

Empower Your Managers and Agents with Contact Center Screen Recording Software

Start Today to Optimize Management in a Location Independent Call Center Workforce

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Amazing customer reviews

"A Pleasant Experience with a mutual vision to grow and enhance"
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The whole team of Ozonetel is very helpful. Efficient, always ready to help and a brilliant attitude towards work and their services have ensured a very smooth journey for our organization.
"Great Support Team"
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The customer support is the best in class.I wanted to thank you all for the excellent support we have gotten from your end. Rilin, Always responsive and quick to action! Glad to be working with you!
"One Stop solution for all telephony requirements"
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Its not just a telephony dailer, The best part of this solution is we can design it based on our needs, A very intelligent system which keeps a track of everything, from IVR,Calls routing,Queue logic, Agents productivity,seamless integration with CRM and the best part is dynamic call prioritization...See More
"A Pleasant Experience with a mutual vision to grow and enhance"
Read More
The whole team of Ozonetel is very helpful. Efficient, always ready to help and a brilliant attitude towards work and their services have ensured a very smooth journey for our organization.
"A Pleasant Experience with a mutual vision to grow and enhance"
Read More
The whole team of Ozonetel is very helpful. Efficient, always ready to help and a brilliant attitude towards work and their services have ensured a very smooth journey for our organization.

Frequently Asked Questions

Call monitoring is when managers or supervisors listen to ongoing calls between agents and a customer or prospect. This is usually done silently (snoop mode), but managers can also choose to speak to the agent alone (consultative) or with both the agent and customer. (conference mode)

Call quality monitoring is the process of assessing how well agents are meeting contact center KPIs and campaign goals on each call. It can also be used to assess other quality parameters such as if and when agents are deviating from their scripts.

Managers and supervisors have access to the agent’s screens, they can maintain a record of all their activities, and use this to identify productivity barriers then improve standard operating procedures. Supervisors can also improve the quality of calls and resolutions by immediately detecting issues and providing agents with assistance in real-time.

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