- Multimedia Interaction Management with Inbound/Outbound Cross-Media Call Blending - Enables agents to manage all inbound & outbound calls and all web-based interactions - as well as all outbound predictive and preview dialing campaigns - from a single user interface. - Browser-Based Supervision & Coaching Capabilities - Enables access to all supervision functions on the web, such as the ability to listen in on calls without detection, whisper coach agents, join calls, record calls and view agent screens (i.e. to monitor chats, email responses, etc.) and even take over agent screens of agents o Monitor the status of every local & remote agent in real-time o Listen in on any live agent call without detection o View, take over or record screens of agents who are behind corporate firewalls o Whisper Coaching (so that the agent can hear the supervisor but the caller can't) o Barge-in capability o Replace any local or remote agent on-the-fly o Remotely log out agents o Text chat coaching o Screen pop broadcast messages to all local and remote agents o Monitor call center queue status in real-time o Record Calls and/or agent screen activity - Scheduled Quality Monitoring (telephone call & computer screen monitoring and recording).