What is call monitoring in a contact center?

Call monitoring is the process of tracking and analyzing customer interactions across every phone call. With Infinity, you can automatically monitor 100% of calls, using speech analytics, call recording, and monitoring data so your agents meet quality standards, follow processes, and remain fully compliant.

How does Infinity improve compliance and quality assurance?

Infinity provides always-on quality monitoring powered by artificial intelligence. By analyzing every customer call, it delivers actionable insights, instant alerts, and detailed reports. This makes it easy to spot risks, meet regulatory standards, and give agent training where needed – for continuous improvement across your team.

How does Infinity help maintain compliance across agents and calls?

Infinity’s compliance suite gives you all the monitoring data you need – every call, every agent, every breach – with detailed reports to prove diligence. By flagging risks proactively, you can focus on high-impact interventions, not endless reviews. It streamlines agent training, so calls meet expectations – and gives you confidence that your compliance process is both robust and scalable.

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Q: How does Infinity’s compliance solution uphold quality standards?

With call monitoring, Infinity automatically captures every conversation and applies speech analytics to identify breaches or risk signals in real time. When deviations from regulatory standards are detected, instant alerts help compliance managers step in immediately. Plus, with Infinity, agent training is more focused and effective – featuring additional training guided by precise monitoring data and detailed reports that highlight exactly where coaching is needed.

The ultimate guide
to call monitoring

Learn how always-on call monitoring and compliant call recording give you the full picture of customer behaviour, reduce customer dissatisfaction, and improve customer satisfaction – all while answering critical questions like how many calls were compliant and which needed additional training.

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FAQs

With call monitoring, Infinity automatically captures every conversation and applies speech analytics to identify breaches or risk signals in real time. When deviations from regulatory standards are detected, instant alerts help compliance managers step in immediately.

Plus, with Infinity, agent training is more focused and effective – featuring additional training guided by precise monitoring data and detailed reports that highlight exactly where coaching is needed.

Compliance call monitoring system