Training & Monitoring Equipment

[dstinchcombe]

Looking for a piece of equipment and or software that iI was told about, but I lost the email that was sent to me.
Here is what I remember:


1. My CSR's could push a button and my monitor would show a request for assistance.
2.I could monitor the call and assist the CSR without the customer knowing I was on the line.
3. I could take over the call and let the CSR listen in for training.


This is all I can remember about this equipment, I hope someone can help.

[CANSAM66]

I believe one of the companies that provide such a product is Robotel.
Hope this helps you.