Customer experience has become the focal interest of all businesses. Several VoIP communication tools are invented to meet the growing and shifting customer demands. Still, it is necessary to measure whether customers are receiving the expected quality of service as per the set bar or not. Automation in reviewing processes and quality of service is already available still, it is necessary to get the best tool to sanction the power to supervisors to work productively and efficiently. The live call monitoring solution lets supervisors monitor conversations and intercept or take control whenever they find it required. This gives immense control over processes and how customers are treated to enhance customer engagement and loyalty models.