Category: Products and Services

VoiceWatch

Be proactive in monitoring contact center performance

VoiceWatch leverages Empirix’s extensive testing experience to uniquely identify current and potential problems and root causes. The latest enhancements include:

  • A simple drag-and-drop diagramming tool to rapidly develop ad hoc scripts with the CallMaster GO interface
  • Enhanced speech recognition for accurate monitoring of dynamic voice interfaces
  • The ability to reuse Hammer Sprint scripts for flexible monitoring via self-service scripts or script development by a highly experienced Empirix consultant
  • Saved schedules for text execution on holidays and off-hours

VoiceWatch uses transactional call flows to navigate the contact center customer’s end-to-end experience through automated applications and systems. VoiceWatch measures the availability, accuracy, and performance of network components, voice solutions, and back-end database systems to identify degradations or glitches before customers are impacted.

VoiceWatch can be easily customized for each client’s environment, network, systems, and needs, with specific tests, metrics, thresholds, and alerts configured to align with dynamic business demands.

voicewatch screenshot

Highlights

  • Flexible monitoring options, with self-service or Empirix consultant partnerships for an ideal monitoring solution
  • Deliver reports on dialed calls vs. blocked calls, sorted by category (busy, ring and no answer, etc.)
  • Assess time required for the voice network to deliver the call to the contact center (time to connect)
  • Track IVR response time to touch-tone or speech stimulus at each touch point (time to greet)
  • Record incorrect responses for the monitored system by prompt location and type of failure (menu response)
  • Record interface response times (host, mainframe, database, file, etc.)
  • Track queue time to agent (time on hold)

Key materials

Ensure a great customer experience

  • Gain complete visibility into the customer’s voice portal experience.
  • Improve Quality of Experience.
  • Leverage Empirix’s extensive testing experience to uniquely identify current and potential problems and their root causes.
  • Complement existing management tools with the customer experience perspective.

Protect against the unexpected

  • Get immediate alert notifications at the first sign of trouble.
  • Identify bottlenecks before they occur.
  • Fix issues before they impact customers.
  • Proactively monitor backup systems to ensure they are ready in the event of a failure.

Monitor key functionality

  • SLA compliance audit
  • Voice application performance
  • Auto attendant
  • Voice quality
  • Speech application functionality
  • Business hours/readiness
  • Customer experience measurement
  • Toll free availability
  • Courtesy callback/callback assist
  • Back-end host availability
  • Conference bridge