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Introducing a New Era of Client Satisfaction

Welcome a new era of increased client satisfaction with AuditionLive. Now your clients can monitor their live calls 24 hours a day, 7 days a week with nothing more than a touchtone phone or Internet browser. Wygant’s AuditionLive is built on a shared platform with Wygant Encore, our advanced voice and data recording system, and shares many of its features, strength, and all of its genius.

Features

• Allows contact center clients to listen to live agent conversations as they are actually happening.

• Operates on any PBX, ACD, or Predictive Dialer.

• Outside clients can reach AuditionLive through loop start ports, a T-1 connection, or streaming audio
   through an Internet connection*.

• Uses advanced security logic to allow multiple contact center clients to listen live to multiple calling
   campaigns.

• Simple selection method, requires no special client equipment or training.

• Able to listen live as agent conversations are actually happening.

• Accommodates “free seating” environment.

• Simple to install.

• Enhances competitive edge by offering a service to clients not available from other call centers.

• Surprisingly low cost.

• If bundled with Wygant Encore, immediate review of recorded conversations is available from the
   completed call database.

Security and Client Setup

In AuditionLive's design, security was our first concern. To assure that your clients can reach their calls, but no one else's, AuditionLive has a powerful security system that allows you to select by DNIS, Agent Skill Set, Trunk Group, Station Group, and individual Agents. AuditionLive's security is simple and powerful. Each caller receives a User ID and a password, and may be assigned to a group or added individually. For each group and each individual you can select a base filter that selects clients by DNIS or ACD Routing (Skill Set). If a current call fits the filter criteria, the caller can listen. If not, the window is closed. Tight.

Operations

Callers to AuditionLive have some very simple menu options. AuditionLive requires no training so you can share it with your clients with confidence.

Prefer an Internet connection? Select Web Audition Live.

Simply pressing the pound key (#) any time during a monitoring session allows the caller to define new criteria that selects a different set of calls to monitor. The following menu is spoken when the pound key (#) is pressed:
      To monitor calls based on a specific skill set or agent, press 1.
      For all calls, press 2.
      For advanced options, press the star key.

Also, there is a "camp on" menu when a caller wants to select a specific DNIS or agent:
      To monitor the next call for this agent, press 1.
      For information about this call, press 2.

Status Monitoring and Multi-Application Support

Because AuditionLive is based on the powerful Encore Response voice response engine, real-time status monitoring is included, and multiple applications can be bundled as desired.

AuditionLive is simple and powerful. When your callers select the all calls option, security simply locks them out of any calls but their own.

Applicability

AuditionLive works with any PBX, ACD, or Predictive Dialer. A real-time CT link and a silent monitor supervisory function is desired to offer the greatest flexibility, but AuditionLive can be configured to operate without CT when clients are segregated by trunk group, and without a silent monitor function by connecting externally, either on the trunk or agent side. Some of the PBX and ACD types that provide full-featured support are Avaya, Nortel, Siemens, NEC, Mitel, and Aspect.

Click here to read an AuditionLive case study.

Contact us for a demo or more information.