VoiceWatch

Cloud-based active monitoring solution for contact centers

VoiceWatch is a full-featured, proactive monitoring solution by Empirix, the leader in end-to-end quality of experience testing and monitoring.

VoiceWatch detects and diagnoses current and potential technology problems from the public switched telephone network (PSTN) to the IVR application by emulating real-world customer interactions around the clock. When a customer-impacting event is detected, VoiceWatch records it and pinpoints where it occurred. Operations teams are alerted via SMS or email, enabling them to quickly identify the root cause and analyze its impact.

With VoiceWatch, you can:

  • Create your own test scripts or leverage Empirix’s experts
  • Set alert thresholds for user experience indicators
  • Executive test strips 24/7
  • Schedule test phone calls to run every 5, 10, or 15 minutes
  • Leverage advanced speech recognition for proper content verification
  • View call results, performance trends, and historical summary reports via a web interface
  • Create custom templates to send email or SMS alerts

Satisfied caller

Detect costly voice technology issues before your customers do

Today’s contact centers are a complex web of interdependent, multi-vendor devices and applications, each serving a specific purpose and playing a role in the experience that your customers have when they contact you.

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As contact center complexity increases, so too does the volume of dissatisfied customers, adding pressure to operations teams who must quickly detect, diagnose, and even predict technology issues before they impact customers or revenue. But detecting and diagnosing problems in a complex, end-to-end production environment isn’t easy.

You must test each component independently as well as its interoperability to ensure a seamless customer experience. Traditional tools provide an endless supply of data, reports, and alerts, but cannot pinpoint the issues that impact customers the most.

In a world where failures often result in multidirectional finger pointing, cross-functional teams require tools that can quickly identify these issues and assess customer impact.


Network Monitoring

Eliminate expensive outages

According to NEF, a data center outage can cost as much as $9,000 USD per minute. That’s a tough pill to swallow considering that 80% of unplanned outages are caused by poor planning and are, therefore, preventable.

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Outages directly impact:

  • Customer satisfaction scores
  • Customer churn
  • Revenues and profitability
  • Operational costs
  • ROI on technology investments

By identifying, and even preventing, downtime, outages and failures, VoiceWatch preserves customer experience and reduces mean time to repair, delivering real cost savings and immediate value for your business.


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