- Call Activity Monitoring
Live call monitoring: Better Coaching, Better Agents
Move beyond post-call reviews and step into live interactions. Guide your agents, delight your customers, and shift your quality assurance from reactive to proactive.
Real-Time Contact Center Dashboard
Are Your Agents Truly Connecting?
The Hidden Costs of Unmonitored Calls
Without real-time visibility into your contact center operations, you're operating blind to critical moments that can make or break customer relationships.
Missed Training Opportunities
Agents struggle without real-time guidance, leading to longer resolution times and frustrated customers.
Compliance Risks
Unmonitored calls can lead to regulatory violations and costly penalties that could have been prevented.
Customer Churn
Poor call experiences directly impact customer retention, with 89% of customers switching after bad service.
Your Eyes and Ears on Every Call
Acepeak offers a seamless window into every live agent conversation, empowering you to take immediate action.
Silent Monitoring & Whisper Coaching
Observe calls and provide discreet, real-time guidance to agents without the customer hearing, perfect for on-the-spot training.
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Listen to live calls without detection
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Provide real-time coaching via whisper
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Instant intervention capabilities
Live Call Transcription
"I need help with my billing statement. There's a charge I don't recognize."
"I'd be happy to help you review your billing statement. Let me pull up your account..."
Live Call Transcription
View conversations as they happen with accurate, live transcriptions for quick keyword spotting and analysis.
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Real-time speech-to-text conversion
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Keyword highlighting and search
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Multi-language support
Real-Time Sentiment Analysis
Instantly gauge customer and agent sentiment with visual cues, allowing supervisors to proactively intervene in negative interactions.
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AI-powered emotion detection
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Visual sentiment indicators
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Escalation alerts
Sentiment Dashboard
Smart Alert System
Customizable Alerts & Flags
Set automated alerts for specific keywords or long pauses, ensuring you're notified of critical moments.
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Custom keyword triggers
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Silence detection alerts
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Compliance monitoring
Key Features for High-Impact Contact Centers
Comprehensive tools designed to elevate your contact center operations and deliver exceptional customer experiences.
Team Management
Comprehensive tools for managing agent schedules, performance, and development.
- Schedule optimization
- Performance tracking
Real-Time Interventions
Instant alerts and intervention capabilities to prevent escalations and improve outcomes.
- Smart alerts
- Instant coaching
Performance Analytics
Deep insights into agent performance, customer satisfaction, and overall efficiency.
- Real-time dashboards
- Custom reports
Seamless Integrations
Connect effortlessly with your existing CRM, helpdesk, and communication platforms.
- Flexible API
- Connect with essential tools
Compliance & Security
Maintain regulatory adherence with automated monitoring and secure data handling.
- Compliance alerts
- End-to-end encryption
Live Transcription
View conversations as they happen with accurate, live transcriptions for analysis.
- Real-time speech-to-text
- Keyword highlighting
How Live Monitoring Transforms Your Operations
Reduce Ramp-up Time
Get new agents productive faster with real-time coaching
Improve FCR
Give agents the right answers at the right moment
Boost Satisfaction
Ensure consistently high-quality customer interactions
Mitigate Risks
Real-time oversight prevents compliance issues
Who Benefits from Acepeak's Live Call Monitoring?
Benefits Dashboard
Contact Center Managers
Real-time oversight & performance insights
Training Supervisors
Live coaching & skill development
Compliance Officers
Risk mitigation & regulatory adherence
Quality Assurance Teams
Continuous improvement & standards
Transform Every Role in Your Contact Center
Acepeak's live call monitoring isn't just for managers. Every role in your contact center benefits from real-time insights and immediate coaching capabilities.
Real-Time Visibility
See exactly what's happening on every call, identify issues before they escalate, and maintain consistent service quality across your entire team.
Instant Coaching
Provide immediate guidance through whisper coaching, helping agents handle difficult situations and improve their skills in real-time.
Performance Analytics
Track key metrics, identify trends, and make data-driven decisions to continuously improve your contact center operations.
Seamless Integration, Immediate Impact
Acepeak integrates effortlessly with your existing contact center technology, allowing you to see benefits from day one.
Cloud-Based Platform
No hardware installation required
Flexible API
Connect with CRM and essential tools
Intuitive Interface
Minimal training required
Dedicated Support
Our team ensures your success
Integration Dashboard
Start Improving Calls Today
Stop guessing what your customers are experiencing. See it for yourself. Start your free trial and discover how live call monitoring can revolutionize your contact center.
Frequently Asked Questions
Get answers to common questions about AcePeak.ai
