IVR INSIGHTS

Interactive Voice Response Plug In

Meaningful insights start with the customers you design for.

Overview

User-driven data to find problems worth solving.

Our monitoring solution for IVR platforms provides unprecedented visibility into the health of the key components within your monitoring solution set. Key Performance Indicators (KPIs) to proactively detect and resolve issues before they impact your customer's experience, and a dashboard from which to track all of your KPIs, Key Risk Indicators (KRIs) and overall activity across your IVR platform and the integrated applications.

OUR SOLUTION

Learn how to understand your customers.

We have developed the first of it’s kind integration between Cisco’s Unified Contact Center Enterprise (UCCE) platform and AppDynamics. Our solution allows customers who are using UCCE and or considering a move to an IVR solution, the ability to achieve:

Optimiz

Layered Application
Insights

Proactive
Detection

Enhanced Efficiency
& Stability

Our solution helps you gain a deeper understanding of user challenges and why they arise in the first place. We provide real-time visibility into application performance, business transactions, infrastructure, and back-end monitoring through a dashboard to help you visualize issues for any application, service or IVR metric.

Through synthesizing the layered insights, our solution will detect issues and help you proactively tackle the challenge at hand. Alert based notifications will be provided when there are deviations of application and or server metrics from the defined normal behaviour using historical baselines. By using machine learning, the solution is continuously learning and analyzing patterns in the data.

Together with your team, we help you reduce the time and resources required to identify and restore services with a working prototype. While also providing the ability to drill down using a real-time dashboard, to get to the root cause for incidents such as failed and or interrupted calls. Allowing your teams to proactively resolve issues and address customers who are impacted.