If you are, what telephony platform do you use? Aspect, Nuance, etc?
Santander uses Live monitoring to reduce escalated calls. Someone here should have more detail regarding their operation.
I previously used Eureka Live at Cabot; perhaps Beverley Smith or Michael Sturgess can help you out further.
Hi Allison, at Cabot Financial we have Eureka Live and use Noble Systems as the platform.
Both the system and telephony platform have been working well together, for over a year since going live with Eureka Live.
I hope this has helped you.
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