Cloud Contact Center

S-NET Cloud Contact Center

Customer calls are the lifeblood of your business;
but your current contact center – or lack of one – could be holding you back.

We all know that customer satisfaction is the main driving force behind client retention, repeat business and referrals. But the lack of a call center infrastructure or outdated technology can quickly turn meeting customers’ growing expectations into a losing battle. Upgrade to an enterprise class contact center, and empower your call center agents to deliver consistent, quality customer service, maximize your clients’ experience, and drive real business results.

S-NET's Cloud Contact Center gives you full oversight and control of your call flow and provides real-time insight into the health and performance of your call center.

Real-Time & Historic Reports

Our advanced reporting capabilities provide you with real-time and historical reports that can reveal insights into the performance of your system and individual team members. Sales can be tracked back to the initial conversation and staff can listen to recorded calls for training purposes.

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Automatic Call Distribution

With automatic call distribution features that can be customized to the unique needs of your business, you can ensure that each customer will be routed to the agent best equipped to address their concerns.

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Call Monitoring/Coaching

Your supervisors can monitor real-time campaign status across inbound activities, and they can oversee agent performance and queued interactions. Measure the number of calls, call duration, and even listen in on live calls using our built-in reporting technology.

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S-NET Cloud Call Center Benefits

Improve Your Customer Service

Measure call volume and identify peak calling times to staff efficiently and optimize your resources
Reduce customer wait times and maximize first call resolution
Increase customer satisfaction with skills based routing by connecting each client to the department and agent best equipped to handle their call
Allow supervisors to coach agents in resolving difficult customer service issues in real time with features such as Silent Monitor and Whisper Mode.

Increase Agent Productivity and Effectiveness

Increase agent productivity through comprehensive CRM integrations, and receive relevant, caller-ID based customer information in a screen popup
Prioritize call routing on any parameter to connect clients to agents with the appropriate skill set
Streamline your contact center operations by creating customized workflows for your agents
Increase up sell and cross sell revenues when high-value calls are routed to the agents with the best skills

Measure and analyze results with built-in reporting

Real-time reports – Get an in-the-moment overview of the performance and flow of your contact center to make informed decisions and streamline your operations
Historical reports (such as abandoned calls, call volume and repeated call reports) to analyze trends and spot opportunities to improve agent and queue efficiency
Access vital statistics on demand
Export reports for later in-depth analysis in CVS and XLS format
Reports available on demand or scheduled to meet your requirements

Save Time and Money

Let us manage your system for you, freeing up IT resources
Minimal capital cost; no expensive equipment to buy
With remote call center access features your agents can be located anywhere

Why S-NET?

Rock Solid Reliability

The S-Net Cloud Call Center software runs in our state-of-the-art, Class 6 data centers, and is attended by support staff around the clock. In addition to redundant network connections and power infrastructure, our fully dedicated support team ensures that you maintain the maximum uptime and benefit from your S-Net Contact Center solutions.

A full range of Cloud Call Center features

Automated Attendant, Conferencing/Collaboration, Management, Phonebooks, Directories, Call Logs, Security, Third-Party Integrations, Voicemail and Messaging

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Our Cloud Call Center is flexible, can be optimized for businesses of any size and provides a full suite of sophisticated features that will help you optimize your contact center workflow.

Call Center

With our advanced call center features, you can smoothly manage your call center operations and get detailed reporting. Route calls, improve response times, and run real-time and historical reports through one easy interface.

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Abandoned Call Notificaitons	Email notifications with call information when a call that enters the queue does not get answered.
Agent Announcement	Recorded message played to agent before each call is answered with ability to announce caller hold time to agent.
Agent Auto Log Off	If agent does not pick up the call in time.
Agent Login/out	Ability for agent to login and out of the call center but still be able to use the desktop client for chat/calls.
Agent Monitoring	Ability to listen, whisper, and barge in on angent calls.
Agent Panel	Agents view of the queue calls (Waiting, hold time, agents busy/idle) and other agents logged into their queue.
Agent Pauses/Reasons	Ability to pause themselves from taking any more calls with set reasons for those pauses.
Agent PIN	Ability to set a pin for each agent before they log into queue for added security.
Agent Priority/Penalty	Set which agents receive calls based on their skill level.
Auto Answer	Auto answer incoming calls per queue.
Call Back Announcement	Recorded message played to the agent and/or caller to let them know that this is a call back call.
Custom Ringtone	Set ringtone for each queue.
Empty queue	Control if calls can enter or leave the queue depending on which agents are available.
Exit Digit	Ability to exit the queue at anytime to a specified destination.
Flexible Call Recording	Agents can record calls on demand with options to pause and resume recording from desktop client and/or phone.
Historical Call Reports	Hundreds of interactive reports that can be generated to find any and all statistics about queue calls and agents.
Hold announcements	Annoucement played at set times in queue from comfort messages to position in queue.
Music on Hold	Ability to set different music per queue.
Overflow Destination	Based on calls waiting and/or wait time.
Queue Call Back	Allows organizations to return a customer’s call when an agent is available instead of waiting on hold so caller can continue with their day.
Queue Greeting	Recorded message played eveytime caller enters the queue.
Queue Monitor	Web interface that shows real time call information and which agents are logged into which queue.
Queue Operation Times	Set custom times/days of operation so that calls will always be delivered to correct destination even after hours or holidays.
Queue Priority	Setup specific DIDs, when dialed will jump to the front of the call waiting list.
Queue URL	Set specific URL to pop up in agents browser everytime a call in queue is answered.
Replace Caller ID	When agents are in multpile queues their caller id can display a prefix to let them know where call is coming from.
Ring Agents In Use	If agent is engaged in a call they can still receive and answer the next call in line .
Ring Strategies	Round Robin, linear, least recent, fewest calls, random, and ring all.
Save Report Template	Save the report you generated as a template for furutre use.
Scheduled reports	Ability to setup your own custom reports to be delivered to you via email in HTLM, PDF, and CSV formats.
Supervisor Panel - Agent Statistics	Real time data showing agent statistics from what state they are in and for how long, to the ability to monitor and log agent off if necessary.
Supervisor Panel - Alerts	Ability to setup alerts if agents are paused for a longer period of time, and if service level drops below specified %.
Supervisor Panel - Real Time Statistics	Supervisors can see detailed information about all queue calls.
Supervisor Panel - Wallboard	Real time queue statistics that can be displayed on a big screen so that call center agents can see how well they are performing.
Wrap Up Time	Set the amount of time agents have between calls per queue or per individual agent.

Client/Account Features

Manage your user accounts, allocate phone extensions, and empower your agents to respond to calls in the most efficient way possible.

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Call Park	A user pauses a current conversation, and he or another user, can retrieve the call from any phone using a graphical Park service menu.
Call Pickup	Answer a call ringing on another phone in your office.
Call Screening	Users can treat calls differently depending on the caller ID. For example, specific incoming Caller-IDs can always be forwarded to a cellphone, whereas others can always be sent to voicemail or disconnected.
Call Stack (Up to 16 Calls)	The call stack size determines the maximum number of calls that you can handle through the Connect Client.
Call Waiting	A call waiting tone will be presented if you are on another call.
Direct Inbound Dial Phone Number Assistant	Every phone or user is assigned a Direct Inbound Dial (DID) phone number, allowing calls to be routed to the intended recipient without passing through the main number or an auto-attendant (AA).
Directed Call Pickup	Enables a user to pick up incoming calls ringing on a phone from another phone by pressing a soft key and dialing the ringing phone’s extension.
Do Not Disturb	A user can temporarily prevent incoming calls from ringing their extension, and route them automatically to voicemail or another pre-programmed destination.
Extension Assignment	Every phone or user is assigned an extension, typically the last four digits of that user or phone’s Direct Inward Dial (DID) number. Extensions can be used for internal calling, transferring, or in conjunction with dial-by-extension functionality in the auto-attendant (AA).
Hunt Group	Also known as a ring group; a group of extensions within your company which enables the shared distribution of calls.
On-Phone Presence Monitoring	Users can view the on or off phone status of other users’ lines by associating line buttons with those lines.
On-Screen Pickup	A user can pick up incoming calls ringing on a phone by selecting it from an on-screen list.
Permanent Call Forwarding	All incoming calls to a specified number or extension (called a virtual extension) are permanently forwarded to another destination (e.g., a mobile phone or fax machine).
Shared Line Appearances	Allows a set of extensions or Direct Inward Dial (DID) numbers to appear on a group of phones in addition to each phone’s primary number.
Time Dependent Call Treatment	S-Net can configure auto-attendant (AA) functionality that enables different call treatment depending on the day of the week or time of day. Once set-up, users can enable or disable this functionality.
Virtual Phone Number - Conditional Call Forwarding	When a line is in use, this feature forwards incoming calls to an alternate internal or external number.

Calling Features

A sophisticated and comprehensive list of calling features make it easy for your customers to contact you and presents a professional and polished company image while your team is conducting business on the go.

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Auto Hand-Off	Enables automatic Wi-Fi/cellular call handover.
Caller ID	View callers’ phone numbers (if available) on incoming calls.
Caller ID With Name	A service that displays the caller’s name on the calling party’s digital readout. This is similar to Caller ID except that the calling party’s name is displayed along with the calling number or instead of the calling number.
Classes of Service	Allows restriction of outbound calls, either entirely, or by calling areas (local, toll, domestic, international) on a per-user basis.
Dual Persona	S-Net Connect allows your users to separate their business and personal communications on a single device, a “dual persona” solution that maintains separate identities.
Find Me, Follow Me	Provides the ability to forward calls based on call routing rules defined by you.
Forced Conference Barge	Allows a user (the barge initiator) to barge another user’s (the barge target) phone by forcing a conference call into an existing conversation.
Hold	A user may pause the current conversation, and retrieve the call from the same phone.
Intercom Groups	S-Net can set up intercom groups that enable a user to communicate hands-free with multiple users via their speakerphones.
Intercom One-to-One	Two users can communicate hands-free via speakerphone.
International Caller Name Display	This option allows the caller’s name, in addition to his or her extension, to be displayed on the recipient’s phone.
Join Button	A one-click “join” button for conferences that eliminates dial-ins and passcode entries.
Monitoring Barge	Allows an authorized user (the barge initiator) to listen in on an active call of another use (the barge target).
Multiple Caller IDs	Select a different caller id for each outbout call if necessary.
Office Anywhere	Easily set up your four-digit extension to ring on any network phone. It's easy to assign your extension, so that when visiting a remote office any deskphone can ring as your direct line.
Paging Groups	Users can page (one-way speakerphone) groups of phones throughout the enterprise, regardless of physical location.
Redial	A user can call the previous internal or external phone number dialed without re-entering the number.
Softphone	Switch into softphone mode on your Connect mobile application, add a headset, and your computer becomes a phone.
Speed Dial	A user can program up to 16 internal or external numbers as two-digit speed dials accessed using a feature code.
Switch Phones	Quickly and easily switch between softphone, deskphone, or mobile with a click of a button
Transfer - Announced	A user can send a current call to another extension or phone number after conferring with the recipient. This puts on hold the primary call, opens up another call with the party intended to receive the primary call, and allows the user to speak with the recipient before actually connecting the transferred call. This is also called a warm transfer, consultation transfer, and supervised transfer.
Transfer - Unannounced	A user can send a current call on his phone to another extension or phone number without first speaking to the recipient. This transfers a call without notifying or waiting for a response from the person at the destination number. This is also called cold transfer, blind transfer, immediate transfer, and unsupervised transfer.
Wearable Devices	S-Net Connect is available for the Apple watch. Your users can download the app for free from iTunes.
Web & App Dialer	Automatically dial a number from the web or your app by clicking on it.

Automated Attendant

Create an automated attendant with a customized message flow to reduce your agent's workload, collect relevant information, and route each client to the appropriate department.

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Auto Attendant	Allows callers to be transferred to an extension based on their selection from a menu, without help from a live operator or receptionist.
Dial by Extension	Auto-attendant global or menu option that enables callers to reach a user by dialing his or her extension.
Dial by Name	Auto-attendant menu option/Directory that enables a caller to reach a user by dialing the first three letters of the last name or first name.
Distinct Dial Tone	Varying types of dial tone patterns are available to distinguish between features on your S-Net Phone.
Legacy Extension Support	Callers can use legacy extensions to reach users from the automated attendant, so important calls are never missed through the upgrade process.
Music on Hold	Authorized users can choose a song from S-Net's selection, or upload one of your own at no charge, and play that audio across your enterprise for callers on hold.
On Hold Reminder Ring	If you are not on another call while a call is on hold, you will hear a reminder ring at 15 seconds and at one-minute intervals after that.
Personal Automated Attendant	Unanswered calls to a number or extension are delivered to a voice prompt that allows callers to choose from multiple options (e.g. another extension, an external number) or deposit voicemail.
Ring Tone Personalization	Providing your users the ability to load custom ring tones onto IP phones so that each phone can have a unique ring tone.
Ring Tone Selection	You can choose between distinctive ring tones to help you distinguish your phone from neighboring phones.

Conferencing / Collaboration

Modern business is now conducted from multiple branch locations and devices. Our features allow your company and customers to collaborate, talk, share files, manage projects and track progress easily and efficiently.

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S-Net Connect	S-Net Connect is a next generation user interface that supports WebRTC and manages the call handling and collaboration tools for your employees and their contacts, providing a personalized communications experience.
S-Net Connect Mobile and Desktop App	The S-Net Connect Mobile and Desktop App extends full desk phone call handling and UC suite capabilities to your Android and iOS mobile and wearable devices, as well as your computer or laptop desktop. This includes single touch conferencing from these devices.

Management

Manage your agents' workflows to streamline your cloud contact center operations and make every client call count.

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Call Blocking	Calls to the 976 exchange or 900 area code can be blocked.
Call Hold Beep Time Interval	Administrators can customize the Call Hold beep (‘chirp’) timer interval for individual lines.
Call Recording	Records and stores voice conversations over PSTN or VoIP networks in a digital audio file format; often used for quality and training purposes in a contact center, or for legal and compliance reasons.
Operator	Operator Call Manager gives your corporate operators, executive administrators and departmental receptionists a flexible tool for managing Unified Communications with the highest levels of customer service.
Remote Phone Use	Remote and traveling users can use an S-Net phone from any location with a cable/DSL broadband connection, such as a home office.
S-Net Connect Portal	S-Net provides individual users as well as phone systems administrators the access they need to configure and manage their system, set preferences and monitor activity through this simple, easy-to-use web interface.

Mobile

Our software is designed specifically to keep employees connected and working from any device. Now your contact center agents can be located anywhere!

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Company Phonebook	A dial-able list of company extensions configurable by a client administrator or S-Net and accessible from the phone and the S-Net Connect Portal.
Employee Directory	A dial-able list of users and extensions of your enterprise’s S-Net Connect CLOUD phone system accessed from the phone and the S-Net Connect Portal.
Inbound/Outbound Call Detail Reports	Administrators can view and export inbound and outbound call details by originator, destination, rate centers, duration, and cost.
On Phone Call Logs	Display the date and time of missed, received, and placed calls for a particular user.

Phonebooks, Directories, Call Logs

Manage your outbound calls and extensions to provide your customers with the best service possible.

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311	A 3-digit number reserved for local/city non-emergency services in many communities.
800 Numbers / Toll Free Numbers	Toll free numbers let customers call you free of charge to them to make sure you always can be reached. Vanity toll free numbers let you brand your phone number.
Alternate Outbound Dial Digit	An additional digit is allowed to make an outbound call due to requirements form the customer to send certain digits (e.g. to send blocked call ID).
Authorization Codes	Require a code to make certain kinds of calls. Used to prevent unauthorized international or regional billed calls.
Customer Logos	Customers can upload a logo (or multiple logos) to appear on supported materials.
Directory Assistance Listing	S-Net ensures that your company’s directory assistance listing (411) is accurate. Your main listing is included with your service; supplemental directory assistance listings may incur an additional charge.
Enhanced 911 Service	S-Net sends location information to your geographically local Public Safety Answering Point (PSAP) when a 911 call is made from an on-network phone.
Fraud Monitoring	S-Net routinely monitors unusual international activity for potential abuse.
Hardware Reassignment	Users can log in and out of phones, allowing for time-sharing of phones or moving one’s presence from one phone (e.g. home phone) to another phone (e.g. office phone) and back.
Line Management	An administrator can create new users and change names.
Multiple Emergency Numbers	Emergency Notifications can easily be configured to monitor a North America specific emergency number (911), as well as other emergency numbers if desired.
Nationwide Telephone Number Availability	S-Net works with our partner carriers to secure telephone numbers across the United States.
Outbound Caller ID	Outbound caller ID can be configured by S-Net to announce individual Direct Inward Dial (DID) numbers or the company’s main number, or it can be blocked entirely.
Outbound Caller ID Blocking	S-Net can restrict, by location, your company’s outbound caller ID information from being announced.
Password Administration	An administrator can manage phone and voicemail passwords online.
Privacy Settings	S-Net can configure whether customer phone line can be accessed by Pick Up, Barge, and other features that increase group functionality but reduce privacy.

Security and Compliance

S-NET's security features allow you to password, lock or encrypt your communications, protecting your data and enabling you to comply with any industry or government regulations.

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Conference Access Codes	A multi-digit PIN number used to access a conference call. Individual access codes can be created for organizers and participants.
Conference Locking	A conference moderator / leader host can lock and unlock a conference call anytime during the call via phone keypad.
Encrypted Audio (SRTP)	Protect your audio conferences and the information discussed with Secure Real-time Transport Protocol (SRTP) encrypted audio.
Encrypted Web Conferences (HTTPS)	Encrypted web conferences provide a highly secure environment when sharing your critical sensitive company information.
One-Time Conference Access Codes	A one-time conference access code is used for security purposes and you wish for the conference to expire.
Password Protected Conference	Password protected conferences provide an extra level of security for your most sensitive conference calls.
Remote Access Secure Tunnel (RAST)	This protocol uses an encrypted tunnel that uses UDP to transport media packets to improve voice quality in less than ideal Internet conditions. This protocol falls back to TCP for media transport if UDP fails. TCP is used for signaling traffic.
Reverse Proxy	Reverse proxies are intermediate proxy servers that provide internal server resources to requesting clients outside the corporate network. Outside clients interact with the proxy server as if it were the requested server without having to contact directly the actual server providing the resources. The Edge Gateway employs this technology for outside access to authentication, bootstrapping, and CAS servers.
Traversal Using Relay Around NAT (TURN)	When clients behind separate NAT firewalls are trying to communicate, they require the use of an intermediate server that acts as a relay for packets. The relay server uses TURN and is usually deployed in the corporate DMZ. The Connect Client uses this technology to connect to the corporate PBX network.
Voice and Signaling Encryption	S-Net protects IP voice against unauthorized recording, playback and other forms of electronic snooping. S-Net also uses SSL/TLS to protect instant messaging sessions.
Web Real-Time Communication (WEBRTC)	WebRTC is an API definition that supports browser-based apps for media communications and file sharing. The Edge Gateway implements WebRTC - both Conferencing and Connect Contact Center utilize WebRTC for real time communication using a web browser.

Third-Party Integrations

Our cloud contact center easily integrates with the critical apps that empower your agents to respond to client calls in the most appropriate and efficient way possible. We easily integrate with Salesforce, Microsoft 360, Azure and AWS – just to name a few!

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Audio Conferencing	Initiate audio conferences with the touch of a button, connecting to the people you need when you need them - no need to schedule or reserve a room.
Conferencing Floor Control/Moderator	A user can serve as moderator for a conference call, managing invitations, viewing and resetting “hand-raises,” muting individual participants, and more.
Desktop Sharing	Launch a desktop sharing session during an audio or video chat. Share your entire screen or choose which portion of your screen you would like to share.
Instant Messaging	Chat with co-workers, regardless of geographical location. Eliminate multiple, insecure and unmanaged instant messaging applications.
MS Outlook Integration	Integrate with Outlook and ICS calendars for event scheduling and invitation automation. Capabilities include importing contacts from phone, IM, email, as well as importing personal and public contacts.
On-Screen Moderator Conference Controls	A user can manage conference participants from a conference service menu on the phone.
Open APIs	The S-Net phone system can be configured to integrate with core applications like the CRM, ERP or ATS. Pre-packaged offerings, which enable; click-to-dial, inbound call screen pops, automated call records and simple note entry, are available for many popular systems.
Peer-to-Peer Video Chat	With S-Net Connect, you can have a face-to-face conversation with a co-worker whether they’re in the same office or on the other side of the world.
Presence	Quickly see if colleagues are available to chat or if they’re on the phone. S-Net Connect automatically updates your status for you.

Voicemail and Messaging

S-NET's cloud contact center allows you to manage your voicemail and messages from anywhere, and enables you to create a comprehensive archive for your records.

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Archiving	Keep your instant messages, contact center recordings, and conference calls saved and archived for easy access and records.
General Voice Mailbox	An Auto Attendant option that allows callers to leave a message in a general voicemail box that is not associated with a user’s extension. This voicemail box is normally accessible by the receptionist and greets callers with information specific to your company.
Interactive Voice Response (IVR) Voice Mail Access	Users navigate voice menus to retrieve, deposit, and otherwise handle voicemail messages via IVR. A user can access voicemail from their own phone with one-touch, or remotely from any touchtone phone.
Message Envelope Information	Incoming voicemail messages are automatically labeled with date, time, duration, and Caller ID.
Message Waiting Indicator	User are given visual notification of voicemails through on-screen alerts and the handset (such as a red light).
Multiple Voice Mailbox Access	A single user can access multiple voice mailboxes through their phone.
On-Screen Voicemail	Users can navigate the phone screen to retrieve and otherwise handle voicemail messages.
Phone Alerts	Some phone system events, such as missed calls and new voice messages, are brought to a user’s attention by on-screen alerts. These brief messages appear near the top of the phone’s display.
Reply by Calling	A user can reply to a voicemail message from the voicemail system by calling back the Caller ID, when available.
Voicemail Broadcast/Distribution to All Users	A user can forward a voicemail to the entire user base.
Voicemail Keep on Phone Control	Users can choose to keep emailed voicemail messages saved on their phone, or have them deleted once forwarded to an email.
Voicemail Messaging	Messaging integrated with your S-Net phone system.
Voicemail to Email Group Notification	Multiple email addresses can receive notification of voicemail receipt.
Voicemail to email WAV file forwarding	Sends a notification with the WAV sound file attached to any email address.
Voicemail Transcription	Transcribes voice messages received by your S-Net phone system; sending you a text, along with a WAV file, to your specified e-mail address. You may visually review voice mail and save the text file for archival purposes.
VoIP fax	Send and receive faxes over IP, between email and fax machines, with full fax capabilities from your email client.

Demo Our Cloud Contact Center

Want to improve your customers' call in experience?

Call our team of knowledgeable consultants at: (866) 404-7638 or complete the request form below for us to contact you.

Our dedicated professional team will set up and implement your system within days, allowing you to improve your customer service immediately. Using S-NET's Cloud Call Center is so simple that managers can start utilizing it immediately after installation, with no additional training, equipment, or capital expenditure required. By running an ongoing analysis on call center activity, our Cloud Call Center will help you to examine your inbound and outbound calls to maximize efficiency and agent performance.

S-NET Cloud Contact Center

Customer calls are the lifeblood of your business;
but your current contact center – or lack of one – could be holding you back.

S-NET's Cloud Contact Center gives you full oversight and control of your call flow and provides real-time insight into the health and performance of your call center.

Real-Time & Historic Reports

Automatic Call Distribution

Call Monitoring/Coaching