Lerato Modise
Floor Supervisor
Joburg Health Cover
5.0
“I used to chase escalations after they blew up. Now I see the red dot first and join the call before the customer asks for a manager.”
Live monitoring, whisper coaching, barge rescue and a defensible audit log — all from one screen, ranked by risk instead of arrival order.
Live calls
30
At risk
1
Avg sentiment
+0.42
Jacob M. · escalation
04:21 · sentiment −0.7
"Acknowledge the wait, then offer the credit. Second call this week."
Every action is one click from the live queue. The agent and the customer hear different things — Supervisor Assist makes that obvious before you press the button. Pair with our agent assist coach.
Read the screen, follow the call, score it after — agent and customer carry on undisturbed.
A line, a stat or a counter-objection only the agent hears — the customer never knows you're there.
Three-way speak with both sides on the line. Use it for rescues, retentions and high-value escalations.
Pull the customer to your line. The agent watches the rest of the conversation as a coaching session.
We surface the calls already going wrong — long silences, sentiment drops, compliance triggers — with deep sentiment analysis.
Every action is timestamped, reason-coded and stored in your tenant — coaching clips consent-only, never used to train another customer's model. Pair with full call recording.
Save the moment a save happened. Clip it, name it, share it with the team — every shift adds a new line to the playbook instead of repeating last month's review meeting, building quality assurance at scale.
Whisper, barge or intercept — supervisors save the calls that count and leave the rest of the queue running on its own.
Lerato Modise
Floor Supervisor
Joburg Health Cover
“I used to chase escalations after they blew up. Now I see the red dot first and join the call before the customer asks for a manager.”
Riaan van der Merwe
Operations Director
Stellenbosch Telecom
“Whisper coaching is the kindest training tool we've ever used. New agents hear the right line in real time and never feel called out.”
Thandiwe Nkosi
QA Manager
Pretoria Insurance Group
“Every barge and intercept is on the audit log with a reason code. When compliance asks why we joined a call, the answer is one click away.”
Kagiso Phiri
Head of Customer Care
Limpopo Energy
“Coaching clips replaced the weekly review meeting. Agents pull the saved snippet, hear themselves, and fix it before the next shift.”
Quick answers on agent visibility, queue scoping and the channels we cover beyond voice.
Stand up Supervisor Assist on a single team this week. See the queue ranked by risk, whisper a save, and watch your QA scores move.