Proactive Monitoring of Contact Center Applications

OneSight Management Solutions offer on-going contact center monitoring by emulating the experiences of customers and agents to help you ensure the consistency and performance of voice applications and systems. These contact center monitoring solutions evaluate performance at multiple layers from the customers’ and agents’ Quality of Experience down to the performance and availability of the applications, systems and infrastructure.

Multi-Layer Monitoring

OneSight for Contact Centers
By combining customer Quality of Experience data from simulated transactions with infrastructure-level performance data, OneSight for Contact Centers provides a single, comprehensive perspective on the operation of the contact center. This multi-layer view enables companies to both proactively identify customer-affecting problems and to quickly troubleshoot them. OneSight for Contact Centers utilizes “monitors” to get an indepth look at voice transactions, call statistics and telephony systems.

OneSight Voice Transaction Monitors
- simulates users interacting with your contact center from self-service applications and through to virtual agents. This contact center monitoring system is capable doing everything a real caller does—Dialing in, speaking or sending DTMF tones, listening to prompts, hearing voice quality—and thereby keeps a 24x7 watch on what your customers are actually experiencing.

OneSight Call Statistic Monitors
- correlates real-time call behavior with voice self-service performance. These measurements provide visibility into the impact that automation technologies have on the agent Key Performance Indicators (KPIs) and overall caller behavior, for use by both contact center operations and management.

OneSight Telephony Monitors
- provide real-time monitoring and alerting for the voice applications that support the automated customer services offered by a contact center. Vendor-specific monitors for market-leading PBX/ACD, IVR, CTI, databases and speech recognition systems collect application and system health and availability metrics "out of the box", without the use of a local agent.

 

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