Key Features
Call Center Engagement
While it’s often said that call center employee engagement takes a hit when the team is distributed across environments, that’s only true when they work with inadequate tools. With a patented solution crafted by and for contact center leaders, your agents and supervisors can collaborate even faster than on a traditional call center floor!
CollaborationRoom.ai empowers your team with continuous video, screen, and audio sharing, along with a complete suite of features designed to foster connection and support. Experience unprecedented call center engagement with these powerful capabilities:
Continuous Streaming
Know what’s happening with your team anytime.
Supervisors can see video and screen sharing for the entire team simultaneously or zoom in for a closer look at individual agents, taking call center engagement and collaboration to the next level.
Live Call Observation
Ensure quality standards are met.
High quality feedback is a cornerstone of call center agent engagement. With one click, a supervisor can listen in on an agent’s call to assess performance or provide assistance.
Supervisor Cam
Agents feel more connected to their supervisors.
Agents have a continuous video view of their supervisors, increasing call center agent engagement and perceived support.
Agent Hand Raise
Agents can get assistance fast.
Agents can “raise their hand” so their supervisors know they need help, ensuring quick issue resolution.
Chat
Send quick communications with auto-redaction of PII/PCI information.
Team members can chat privately or send group messages, without having to switch to another platform. Call center engagement improves when communication is effortless.
Private Calling
Transition to private collaborations seamlessly.
No need to set up a separate meeting for 1:1 coaching or a small group discussion. Just click on the agents who need to be there, start talking, and watch call center engagement improve!
Remote Desktop Control
Facilitate coaching and rapid problem resolution.
Supervisors can directly assist an agent by demonstrating or completing tasks on the agent’s device.
AI Emotion Recognition
Know who needs help… before they ask.
Calls can be stressful. Supervisors are notified if an agent is distressed so that they can reach out immediately.
Team Meeting Rooms
Improve work culture and engagement.
Create tailored spaces for socializing, team breaks, hobbies, and more, improving overall call center engagement and building a cohesive work culture.
See Why Agents & Supervisors Appreciate CollaborationRoom.ai
Learn how these features and more are growing revenue by transforming call center engagement for our customers.
Call Center Productivity
The big question for leadership is how to improve agent productivity in call centers, especially in remote or hybrid environments. Our patented solution establishes the fundamentals with a continuous supervisor view of all team members through video, audio, and screen sharing, so that we can deliver vital call center productivity features.
Leverage the real-time data from CollaborationRoom.ai to equip management with insights on how to improve call center agent performance in today’s work landscape.
Leadership Reports
Discover key patterns in agent and supervisor productivity.
See how much time team members spend on camera, in rooms, engaged, and much more with real-time reports that help you enhance call center productivity. Reports can also be exported and ingested programmatically via our API for further analysis.
App and Web Usage Tracking
Understand how team members spend their time.
The system classifies the apps your team members use and adds this data to the reports available in your admin panel, providing you with insights to improve call center productivity.
Agent Away
Know when a team member is missing.
Supervisors are notified if an agent is missing when they are expected to be working or have exceeded their expected break time.
Learn how to drive exceptional contact center productivity.
Call Center Compliance & Security
Ensuring call center compliance and call center security across multiple environments demands a specialized toolset.
While CollaborationRoom.ai is designed primarily for engagement rather than call center monitoring, we do offer robust call center monitoring software features that allow you to maintain peace of mind while respecting agent privacy.
Elevate your contact center compliance program with the following features:
Mobile Phone Detection
Enforce a no-phone policy.
AI technology detects mobile phones in workspaces and alerts supervisors, reducing security risks to sensitive data in line with call center compliance requirements.
Geolocation & Facial Recognition
Prevent unauthorized subcontracting.
Geolocation and continuous facial recognition ensure your agents are who they say they are–a key component of contact center compliance. Agent privacy is maintained by comparing facial features to those of a photo id, without saving agent images.
Second Person Detection
Stop Shoulder-Surfing.
AI will notify supervisors when a second person is detected in a workspace, even with virtual backgrounds or background blurs in place. This addresses a critical aspect of call center security without intruding on your agents’ home privacy.
Find out how to upgrade call center security and compliance within days.
Agent & Client Privacy
Prioritizing the privacy of your team and clients, we implement robust measures to prevent legal or regulatory issues related to personally identifiable information (PII).
Our system is uniquely designed to bypass PII collection. Moreover, our privacy features minimize the sharing of non-work related information while maintaining the platform’s collaborative effectiveness.
No PII Collection
Remove barriers to adoption and avoid legal pitfalls.
Both you and your team can rest assured that we have zero access to your clients’ or team members’ personally identifiable information (PII).
Auto-Cam Shutoff
Ensure team members are only visible on the clock.
During breaks and lunches, the automatic camera shutoff feature minimizes the risk of unintentionally sharing private moments.
Blurred/Virtual Backgrounds
Enable team members to maintain their home privacy.
Our AI-enabled security features are compatible with blurred or virtual backgrounds, enhancing your team’s comfort.
Call Center Training and Coaching
Call center agent training and coaching across environments can be complex and time-consuming, wasting valuable hours your team can’t afford to lose.
Our dedicated training rooms optimize training time for quicker agent boarding and speed to proficiency, complemented by a comprehensive suite of call center coaching software features that support ongoing skill development.
Eliminate obstacles to team growth with robust call center training software, as well as tools that make precision coaching simple in any environment.
Training Rooms
Create training rooms without switching platforms.
Training rooms come fully equipped with video conferencing and chat, all within the same collaboration platform that the team uses during production. No need for separate call center training software–equip your team with one solution for all their collaboration needs.
One-Click, Multi-Screen Sharing
Reduce training time and costs.
Team members can view each other’s screens with one click, enabling efficient call center agent training through seamless screen sharing. The team can also train effectively with the ability to share multiple screens simultaneously.
AI Emotion Recognition
Easily assess trainees’ reactions to the material.
Continuously ‘read the room’ with call center training software that offers AI recognition of 6 different emotions. If your trainees are getting frustrated, an alert will help you get things back on track quickly.
On-Demand Coaching
Supervisors provide coaching exactly when it’s needed.
Call center coaching software features are integrated seamlessly into our solution. With continuous streaming as well as hand raise, chat, and AI emotion recognition features, supervisors know when teachable moments arise on calls. With one click, they can intervene via a private call without disrupting the client interaction.
