Real-time, Client Specific Dial-in Remote Live Monitoring:
Wygant AuditionLive at a Service Bureau Contact Center

AuditionLive at Affina

Background
Affina, a top producing contact center with locations throughout the United States, needed to offer their key clients the ability to remotely monitor calls in real-time for quality assurance and program development.

Problem
After learning that their existing ACD, a Nortel Meridian, was unable to provide this capability, Affina contacted Wygant to purchase AuditionLive.

"Nortel didn't have what it took to do this. Wygant came to our rescue very quickly. The time from conception to delivery was exceptional... The system is easy to set up and very easy to use. We just point an 800 number to it and our clients call in with their User ID and passwords and can listen to the skill sets we define for them."

- Cliff Larson, Telecom Manager, Affina

Solution
AuditionLive allowed Affina's Telecom Manager, Cliff Larson, to offer his clients live monitoring capabilities. As a component of Wygant Encore, AuditionLive is simple to install and operates on any PBX, ACD, or Predictive Dialer with a real-time CT link. In Affina's case, AuditionLive connects to Nortel's convenient Symposium RTD port for CT data and to Meridian's supervisor set emulation for audio. Outside callers reach AuditionLive through loop start ports, but are not allowed to access AuditionLive through the PBX or via a T-1 connection

In AuditionLive's design,
security was our first concern.

Benefits
Affina's clients can now listen to live phone conversations as they are actually happening. And, with AuditionLive's advanced security logic, Mr. Larson can be assured that his clients hear only their calls, and not those of other customers.

Affina currently supports dozens of clients, including some of the major telecoms, from their original installation site. Now that Affina has discovered the enhanced competitive edge offered by AuditionLive, the company is installing more AuditionLive systems throughout their network.

Because AuditionLive is a component of Wygant Encore, the full suite of Encore features and benefits are available at a surprisingly low cost. These features and benefits include call recording, transaction verification, and agent evaluation and coaching with Wygant's Encore CenterPlus product. Call us for a demonstration today.

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