Barge, Monitor, Whisper: The BMW of phone features

Posted by Kyley White
Last week, our CMO Jeff Valentine wrote about Fonality’s stellar call center features. I’m back to focus on one of the most powerful among our built-in tools for training and managing call center agents – Barge, Monitor, Whisper. Why? Because of its impact on managing and training, as well as the overall customer experience!

What is Barge, Monitor, Whisper?

Barge, Monitor, Whisper is a trio of call center software features that help managers train employees, ensure quality control, and improve customer satisfaction. 

  • Barge, as you might expect, allows you to jump into a call as a full participant.
  • Monitor to listen in on a live converation between an agent and a customer -- without interrupting.
  • Whisper allows you to say something only your employee can hear -- the customer won't hear a thing.

Get more contact center info >>

We’re not the only call center vendor to offer it, of course. So what sets Fonality’s Barge, Monitor, Whisper apart?

All it takes is one-click.

Can you believe many providers still require call center managers to use complex star-key combos on their desk phones that can waste 30+ seconds of precious call time?

If you’ve ever worked in a customer-facing capacity or managed call center agents, you understand how quickly a dissatisfied customer can be transformed into a raving fan – and vice versa. Every second counts.

Instant access is one of the reasons Fonality’s call center features are built right into Heads Up DisplayTM. (HUD is our award-winning unified communications, or UC, platform.)

Take a look at just how quickly our Barge, Monitor, Whisper works and how easily you can switch from one to the other or record a call on the fly in the video below:

This trio of powerful call center software options is a must-have for any team that handles customer calls, including customer service, billing, and sales. The benefits span every industry, although some or more dependent on handling high-volume calls than other. For example, insurance agency owners love it along with On-demand Recording for training agents and keeping policyholders happy.

The last thing I should tell you about Barge, Monitor, Whisper is that – unlike the fancy car that shares the same initials – it’s surprisingly affordable. Our entire Advanced Call Center Agent license is just $10 per user, per month as part of our Professional Edition and included as part of Ultimate Edition. That’s up to $90 less per user, per month than some standalone solutions.