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Real-time visibility
Modern contact centers move fast. Supervisors need real-time visibility across calls and agents, not slow, fragmented dashboards that delay action and impact service.
Get actionable insight
The virtual floor shows live human and AI calls in one real-time view, highlighting priorities so supervisors can spot issues and take immediate action.
Improve customer experience and agent performance
Live visualizations help contact center leaders spot issues faster, respond consistently, stay proactive, and improve customer experience and agent performance.
Real-time call visualization
Displays calls in progress as a single operational view, making it easy to see where interactions are happening, how they are progressing, and what needs attention.
Intelligent call highlighting.
Automatically highlights and surfaces priority interactions as they arrive, helping supervisors focus on high-impact situations without manually searching across screens and queues.
Customizable prioritization.
Flag patterns such as long calls, repeat calls, watchlist numbers, payments in progress, capture errors, slow processes, and repeated declines for faster oversight that suits your unique processes.
Transcript and analytics signals.
Uses transcript keyword matching and auto-tagging plus analytics such as sentiment and data redaction indicators to spot risk, escalation, and sensitive handling needs.
Detect and respond to issues in real time
A visual, real-time view highlights what matters now, so supervisors can identify risks early, intervene during calls, and prevent avoidable escalations quickly.
Improve customer experience
Quicker support, fewer unresolved problems, and clearer oversight reduce frustration for customers and agents, improving outcomes and day-to-day performance across operations.
Drive operational efficiency
Instead of scanning tables and multiple dashboards, supervisors get an at-a-glance operational picture, cutting investigation time and speeding decision-making across teams. This helps them prioritize more effectively to focus on effort on where they can have the most impact.
More efficient use of supervisor time
Focuses attention on high-impact interactions automatically, helping supervisors spend less time searching for issues and more time resolving them effectively.
Stronger agent support
Provides supervisors with timely insight into where agents may need help, enabling coaching and support during calls rather than after issues have already occurred.
Visualization saves time and effort
Replaces dense tables and multiple dashboards with a single visual model, reducing screen switching and mental effort when monitoring complex contact center operations.
Sentiment analysis
Combine virtual floor with real-time transcription to add sentiment analysis on top of the contact center visualization.
Real-time transcription
Transcribe highlighted calls in real time.
Security & compliance you can rely on
Every Eckoh solution runs on secure infrastructure that meets PCI DSS Level 1 and SOC 2 standards.
We manage protection and compliance end-to-end, giving your teams and customers confidence by design.
Our commitment to the highest standards of data security and operational integrity reinforces our position as a leader in safeguarding sensitive customer data in contact centers.
Secure Call Recording
Lets organizations capture and analyze customer conversations while automatically redacting sensitive data.
Real-Time Transcription
Provides organizations with accurate PCI-compliant call transcriptions, turning conversations into insights. .