Call Center Agent Monitoring Software
Improve your call center (or contact center) operations with Teramind’s software that protects data, boosts agent performance, and exceeds customer expectations through comprehensive quality monitoring.
Trusted by 10,000+ organizations to improve productivity, security, compliance, and workforce efficiency.
4.6 out of 5 from 138 reviews
4.6 out of 5 from 86 reviews
4.4 out of 5 from 19 reviews
Why Choose Teramind for Call Center Agent Monitoring
Complete Visibility Into Call Center Performance
Track every customer interaction with advanced call center monitoring tools. Our call monitoring software provides real-time insights into center agents’ activities, helping managers improve customer satisfaction scores through effective quality monitoring.
Advanced Security for Customer Service Interactions
Protect sensitive data during phone calls with built-in data loss prevention. Our center monitoring software automatically prevents unauthorized access during customer service interactions, keeping call center operations compliant while maintaining peak center performance.
Comprehensive Behavioral Analytics
Track and analyze agent behavior patterns across your entire call center teams. Our monitoring tools provide detailed productivity metrics, activity tracking, and risk scoring that help identify training opportunities and optimize call center operations for better customer satisfaction.
Core Teramind Features for Agent Monitoring
Our call center monitoring software provides everything modern contact centers need to excel in customer service quality while maintaining security through advanced monitoring tools and quality management systems.
Real-Time Call Monitoring
Track center agents’ activities as they happen to maintain service quality and meet customer expectations through powerful monitoring software.
-
View live agent screens during phone calls and customer service interactions for immediate feedback
-
Monitor application usage with call monitoring tools to identify productivity bottlenecks in call center operations
-
Track active vs idle time using quality monitoring software to optimize workforce management software
-
Listen to and monitor calls with screen context for complete visibility into customer interactions
-
Analyze real time call monitoring data to improve call handling and agent training
Advanced Data Loss Prevention for Call Centers
Protect sensitive customer data during customer service calls with intelligent security controls designed specifically for call center monitoring.
-
Detect and block unauthorized copying of customer information across contact center software applications
-
Monitor clipboard activity during customer calls to prevent data exfiltration from your call center teams
-
Track file operations and alert call center managers on suspicious data movements during customer interactions
-
Use OCR technology in our monitoring software to identify sensitive data in screenshots and recorded calls
-
Enforce role-based controls ensuring center quality assurance software protects customer service quality
Call Center Performance & Productivity Analysis
Transform agent performance data from your call monitoring solutions into actionable insights for continuous center quality monitoring.
-
Analyze time spent on productive customer calls vs non-productive activities using monitoring tools
-
Track key performance indicators including call handling times affecting customer satisfaction
-
Identify workflow inefficiencies in center operations through comprehensive quality monitoring process
-
Generate automated reports from call quality monitoring software for call center agents and teams
-
Compare call center performance metrics across shifts using workforce management software integration
-
Optimize call center quality through data-driven insights from quality monitoring tools
Quality Assurance & Compliance Monitoring
Maintain consistent customer service quality while meeting regulatory requirements with center quality assurance software.
-
Record all phone calls and customer interactions for call center quality assurance reviews
-
Create custom quality scorecards in your call monitoring software aligned with customer expectations
-
Automate compliance checking through quality monitoring ensuring consistent call quality
-
Generate audit trails from monitoring tools for regulatory inspections of call center operations
-
Monitor adherence to approved scripts during customer service calls using speech analytics
-
Track immediate feedback implementation to improve customer satisfaction continuously
Behavioral Analytics & Risk Detection
Identify potential security threats in your call center teams before they impact center performance and customer experience.
-
Detect unusual behavior patterns in center agents that may indicate security risks to customer interactions
-
Receive automated alerts from monitoring software for policy violations during phone calls
-
Track sentiment indicators in customer calls for early intervention and agent training opportunities
-
Monitor call center agents for signs of burnout affecting service quality and customer feedback
-
Analyze behavior trends across contact center quality monitoring data for your entire workforce
-
Leverage right call monitoring software features to prevent issues before they impact customer satisfaction scores
Security Rules and Policies
Create customized security policies tailored to your specific compliance needs.
- Develop rules to identify and protect various categories of personal data
- Automatically enforce data handling policies across your organization
- Create custom compliance playbooks using automated blocking and alerts
- Establish regulatory standards for handling consumer data throughout your business
Integrate with Existing Call Center Software
Connect our software with your existing contact center software and infrastructure.
-
Integrate with popular CRM platforms and contact center quality monitoring systems
-
Support for VoIP, automatic call distribution, and interactive voice response for analyzing customer calls
-
Cloud, on-premises, or hybrid deployment of center monitoring tools for maximum flexibility
-
API access enabling custom quality monitoring process workflows in your call center software
-
Professional implementation ensuring your call monitoring features work seamlessly
-
Compatible with existing workforce management software and real time monitoring systems
Teramind’s Core Features
Leverage Teramind’s unparalleled power to solve your workforce challenges.
Live View & Historical Playback
Monitor employee screens in real-time or review past activity with historical playback to gain complete visibility into user activity and computer activity.
Optical Character Recognition
Teramind’s OCR functionality allows you to extract text from images and screenshots, enhancing your monitoring and analysis capabilities.
Website
Monitoring
Track employee time spent on websites, identify unproductive web browsing, and enforce company policies with comprehensive website monitoring.
Application
Monitoring
Monitor application usage, track time spent on specific apps, and identify potential security risks with detailed application monitoring on your endpoints.
Email
Monitoring
Monitor employee emails to prevent data leaks, ensure compliance with company policies, and protect sensitive information.
Instant Message Monitoring
Track instant messages and conversations to gain insights into team communication and collaboration, and ensure compliance.
Social Media Monitoring
Monitor social media activity to protect your brand reputation, prevent data leaks, and ensure employees adhere to company policies.
Network
Monitoring
Gain visibility into network activity, identify potential security threats, and optimize network performance with network monitoring.
Citrix
Monitoring
Monitor employee activity within Citrix environments, track application usage, and ensure data security with specialized Citrix monitoring on your devices.
Remote Desktop Control
Take control of remote employee computers in real-time to provide support, troubleshoot issues, or prevent data breaches and insider threats.
RDP Session Recording
Record RDP sessions to gain a comprehensive understanding of user activity, troubleshoot technical problems, and ensure compliance.
Productivity
Analysis
Analyze employee productivity with detailed metrics, identify areas for improvement, and boost productivity across your team members.
Active Vs. Idle
Time Logs
Track active and idle time to understand how employees spend their work hours and optimize time management and productivity.
Unproductive Work
Time Analysis
Identify unproductive work time, analyze patterns, and implement strategies to improve efficiency and time management.
Try a Live Demo
of Teramind
Interact with a live deployment of Teramind
to see how our platform works.
What our Customers Say
“The interface and reporting capabilities of Teramind remain unmatched compared to other products we have tried. Overall, Teramind is far more advanced than other competitors. They are definitely raising the bar and I’ll back them up any day.”
Ricky H.
Government Administration
“It’s been an amazing experience and a wonderful software that does exactly what you want! Security, control, peace of mind, the ability to know all that is going on in the organization. Very easy to use. It gives you real data! It has given us the protection that we need!”
Rene H.
Head IT Security
“This software has allowed us to save from a potential data breach and being able to catch people leaving who tried to take our IP. Very good software. A bit on the expensive side but worth every penny. Functionality is easy to get around. Has a great GUI.”
Milena L.
IT Manager
FAQs
The post Call Center Agent Monitoring Software first appeared on Teramind.
Source: itsecuritycentral.teramind.co