The cost of contact center outages goes up every year. As many as 80% of unplanned outages are caused by poor planning and are, therefore, preventable. Add to this boardroom pressure to deliver customer satisfaction and it’s no wonder operations teams are under constant pressure to identify and fix downtime, outages and failure.
As contact center complexity increases, so too does the challenge of ensuring seamless service delivery. Detecting and diagnosing problems in a complex, multi-vendor end-to-end production environment isn’t easy. Each component needs to be tested, not only for its individual functionality, but also its interoperability with the overall environment.
Traditional tools provide an endless supply of data, reports, and alerts, but cannot always pinpoint the specific issues that lead to outages. VoiceWatch is a cloud-based active monitoring solution that can accurately identify the root cause of issues. It empowers operations teams to quickly detect, diagnose, and even predict technology failures before they impact customers.