Voice Watch®
Customer experience monitoring to help you identify problems before they affect customers
Voice Watch® is a proactive customer experience management solution that monitors the end-to-end performance of your voice applications and infrastructure from the caller’s perspective – from the PSTN, through the IVR, and out to an agent. With regular periodic calls, Voice Watch measures carrier performance, host and database response times, prompt correctness, dynamic data accuracy, call quality, call routing, queue times, screen pop accuracy and timeliness. If an emerging problem is detected, Voice Watch immediately alerts the appropriate technical resource to report the location and nature of the performance issue.
Additionally, performance metrics from each monitoring call – including audio recordings of failures – are posted immediately to the Web so that users can diagnose and fix urgent problems. Users can also use the application to automatically generate summary management reports and detailed technical reports to compare performance benchmarks and issues and help identify opportunities to continuously improve performance.
With Voice Watch, you can:- Improve caller Quality of Experience (QoE) thereby reducing caller frustration
- Gain real-time access to current and historical data to benchmark and manage performance and identify persistent bottlenecks
- Proactively fix issues before they impact your business
- Monitor back-up systems to make sure they are ready in the event of failure
- Compliment existing management tools with voice customer experience perspective
