Cloud-based active monitoring solution for contact centers
VoiceWatch leverages Empirix’s extensive testing experience to uniquely identify current and potential problems and root causes.
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.
Ensure a great customer experience
Gain complete visibility into the customer’s voice portal 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
Speech application functionality
Customer experience measurement
Toll free availability
Courtesy callback/callback assist
Back-end host availability