Trusted by 2,000+ Contact Centers worldwide
See Everything. Coach Effectively. Ensure Compliance.
See Everything. Coach Effectively. Ensure Compliance.
In a remote or hybrid contact center, you can’t manage what you can’t see. A lack of visibility leads to inconsistent service quality, missed compliance obligations, low agent productivity, and a poor customer experience (CX).
HiveDesk’s Agent Visibility Platform is the solution. We move beyond “spying” and provide a comprehensive suite of agent monitoring, quality assurance, and analytics tools. Get the actionable insights you need to optimize agent performance, ensure compliance, and deliver data-driven coaching that actually improves your CSAT and FCR metrics.
- 30% Improvement in Agent Performance Metrics
- 20% Increase in Customer Satisfaction (CSAT)
- 100% Visibility into Remote Agent Activity
Trusted by QA, Compliance, and Operations Leaders
30%
Improvement in Agent Performance Metrics
95%+
QA & Compliance Adherence
20%
Increase in Customer Satisfaction (CSAT)
100%
Visibility into Remote Agent Activity
The Three Pillars of Contact Center Visibility
True visibility isn’t just one feature; it’s a strategy built on three pillars. HiveDesk’s platform unifies them into a single workforce management solution.
Performance Visibility (The "Live" View)
The Problem: You don’t know what your team (especially remote agents) is doing right now. Are they on time? Are they idle? Are they adhering to their schedule? The Solution: HiveDesk provides a real-time dashboard showing live agent status, application usage, and schedule adherence. It’s the “command center” for call center managers and Team Leads to manage the floor proactively, enabling effective intraday management and stopping productivity drains before they impact wait times.
Ready for the Agent Visibility & Quality Assurance Platform?
Join 1,500+ Contact Centers leveraging HiveDesk for perfect records and stress-free Quality Assurance.
The HiveDesk Approach: A Unified Platform for Visibility & QA
Our platform provides the specific agent monitoring tools and workflows to execute this 3-pillar strategy. We help you streamline your QA process and optimize agent performance through better insights.
CAPTURE: The Data Engine
It all starts with securely capturing interaction and activity data.
- What it is: A secure, lightweight agent monitoring tool that captures screen activity, application/web usage, and idle time. This provides the raw data for visibility.
- Why it matters: It gives you an objective record of agent activity, provides visual proof of work for BPO billing, and creates the audit trail needed for compliance.
All this data is useless if you can't see it. Our dashboards bring it all together.
It all starts with securely capturing interaction and activity data.
- What it is: A customizable, real-time dashboard that displays all key visibility metrics in one place: live agent status, queue KPIs, adherence alerts, and team-wide QA/CSAT scores.
- Why it matters: It's the single source of truth for call center managers and Team Leads to manage intraday performance and make data-driven decisions instantly.
Real Results in Quality, Compliance, and Performance
Frequently Asked Questions (FAQ)
Agent Monitoring is the tool that captures raw data (like screen recordings, app usage, and activity levels). Quality Assurance is the process and platform for using that data, along with QA scorecards, to evaluate agent performance, identify skill gaps, and streamline coaching.
No. We design our platform for transparency and coaching. Unlike “spyware,” HiveDesk provides agents with access to their own performance metrics and is positioned as a tool for fair evaluation and support. This approach improves employee engagement and trust, unlike punitive “tattle-ware.”
Our platform connects the dots. You can see why CSAT is low or FCR is failing by reviewing the agent’s screen activity and QA scorecard for that specific customer interaction. This allows you to find the root cause (e.g., a knowledge gap, a slow workflow) and fix it with data-driven coaching sessions.
We take this critical need seriously. Our platform is SOC 2 Type II certified. For HIPAA and PCI compliance, our Enterprise Plan includes features like sensitive data masking/blurring, encrypted storage, and strict role-based access controls to ensure your customer data and customer interactions are protected.
Start Coaching Smarter, Not Just Monitoring Harder.
Stop guessing. Get the complete visibility you need to optimize agent performance, streamline quality assurance, and ensure 100% compliance. HiveDesk provides the unified platform to turn visibility into your biggest competitive advantage.
- SOC 2 Certified
- GDPR Ready
- FLSA Compliant
- CCPA Compliant
- State Law Adherence