HeartBeat: Continuous Monitoring of Voice Contact Center Systems
Your Contact Center and communications solutions if working correctly offers  companies a significant opportunity to control costs and improve customer satisfaction. Many companies rely on self service technology like Interactive Voice Response (IVR) to maintain cost and improve customer satisfaction. But if your customers are having problems accessing or using these systems then the opportunity becomes a risk and eventually customers are negatively impacted
HOW DO YOU KNOW YOUR CUSTOMERS ARE HAVING PROBLEMS?
The only way most companies know anything is wrong with their applications is if a customer calls to complain. Â It is common for most companies to actively monitor their agents to make sure customers receive the best possible experience, but do you monitor your self service applications to ensure they are working correctly!
HEARTBEAT MONITORS ALL YOUR APPLICAITONS
HeartBeat™ availability and performance monitoring goes beyond the traditional perspective of internal monitoring,  by providing detailed and actionable information from the outside in or from the customer perspective.  Because HeartBeat™ calls are generated remotely and interact with your contact center and communications solutions just like real customers, you know what your customers are experiencing around the clock. You decide when and how to fix issues and optimize performance. Every component of your solution that is normally exercised by a customer can be monitored with HeartBeat™
NOW YOU KNOW WHAT IS HAPPENING
- The expected greeting and prompts were heard.
- The caller had access to account (or other) information
- Which of several potential error messages was heard.
- Are my customers able to access my solution RIGHT NOW?
- Do customer calls successfully get through the public telephone network?
- Are the calls being properly handled by your contact center solution?
- Do response times at key steps in the calling process meet your requirements for end-user customer experience?
- Does your contact center solution perform the same at all times of the day?
- Has something changed in the solution or production environment that has not been communicated or evaluated for impact on your customers?
- Do any trends in system performance indicate it is time to tune the system configuration or upgrade capacity?
 REDUCE YOUR DOWNTIME AND SUPPORT COST
Application monitoring let's you know instantly when your IVR applications are experiencing downtime or quality of service issues. Rapid notification minimizes the impact downtime can have on your business.
If a test call is not handled according to your specifications, we immediately generate one or more notification messages to inform you of the specific issue. Telephone and/or e-mail notification messages can be directed to a help desk, an individual, a voice mailbox or a pager. Â Escalations and other notification options are available.
Online Administration, you can view all your completed test calls, test call flow documentation, turn notifications on or off or view various step response time charts by accessing the secure Monitor Control Web Site (MCWS). Â
HeartBeat includes a weekly report on the details of your test calls and error notifications. Custom reports can be provided.
To provide insight into the cause of errors, IQ Services makes complete digital audio recordings of the HeartBeat test calls and provides .wav files of these recordings via e-mail, as well as online via the MCWS. With the recordings, you can hear what happened and go quickly to the source of the issue.
GO HOME WITH CONFIDENCE!
