Helport AI launches platform to monitor remote contact center teams
SINGAPORE — Helport AI has unveiled Helport Remote, an AI-powered workforce monitoring platform designed for multinational contact centers managing decentralized teams.
The solution combines video monitoring, time tracking, and performance analytics to help businesses optimize remote operations amid the industry’s rapid shift toward hybrid work models.
AI-driven oversight for decentralized workforces
As remote and hybrid work become standard in customer service, Helport Remote addresses critical visibility gaps with real-time agent monitoring and time-zone-aware scheduling.
The platform’s dual-interface system includes an agent-side tracker for logging work hours and training, plus a management dashboard for live oversight and resource allocation across regions.
This is particularly vital for offshore hubs like the Philippines, where compliance with work-hour regulations remains a challenge.
Helport AI’s proprietary WebRTC technology enables efficient video monitoring with minimal bandwidth strain—a key advantage for mid-sized firms. Customizable alerts and reporting tools also help supervisors detect productivity dips, assess compliance risks, and adjust workflows without disrupting operations.
With contact centers increasingly relying on global talent, such tools are becoming essential for maintaining service quality.
Data-backed efficiency for enterprise scaling
Beyond surveillance, Helport Remote leverages AI to track metrics like agent productivity, training completion, and meeting attendance, helping managers align teams with customer expectations. Moreover, it employs user behavior data to generate detailed performance reports, covering time tracking, compliance, and agent productivity.
For enterprises managing thousands of agents worldwide, this data-driven approach reduces guesswork in workforce planning.
The platform’s launch follows Helport AI’s Southeast Asia expansion, including a new Philippines office staffed by over 100 AI-augmented agents.
“Our vision with Helport Remote is to bring intelligence, simplicity, and strategic control to the remote operations space,” said Guanghai Li, Helport Chief Executive Officer (CEO).
As demand for offshore customer service grows, such innovations could redefine how businesses hire, train, and retain distributed teams.
