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IQ Services Contact Center Testing * Communications technology testing & monitoring * Over 13 years contact center testing experience * Millions of voice & data transactions every year * Industry's first IVR testing services provider

Internal Monitoring Isn’t Enough… Treat Yourself Like a Customer –
Remote Availability& Performance Monitoring from IQ Services

If you want to know what your customers experience when they use your self-service voice and web solutions, internal monitoring alone won’t really tell you. Think about it – even if you have the very best internal monitoring systems in place:

  • Do you need to know how your speech-based contact center and communications business solutions are performing?
  • Do you ever wonder if your toll-free network providers are delivering calls?
  • Have you received those Sunday night or Monday morning calls from management demanding answers about why a host went down or why customer complaints are up?
  • When you go home for the weekend, do you worry that a problem might not be detected as quickly as it would be on a weekday?
If you answered “yes” to any of these questions, there is an automated monitoring offering that could help. Remote Availability & Performance Monitoring (RAPM) of contact center and communications solutions uses real single or multi-channel transactions (phone calls, browser sessions, faxes and emails) to ensure your self-service contact center and communications solutions are available and performing end-to-end as expected 24 x 7. Because RAPM transactions are generated remotely and interact with your technologies just like customers – at the “top of the stack” instead of at the server level – this type of monitoring offers a holistic view of the performance of your integrated contact center and communications solutions and lets you know if any part of the customer experience fails to meet your requirements.

What attendees will learn?
  • Types of solutions that can by remotely monitored
  • Kinds of issues commonly identified by RAPM
  • Frequency of issues detected, including access failures, dropped calls, host downs/unavailables, and unacceptable performance
  • How issues with technology impact agent productivity in the contact center
  • Monitoring tactics that make sense for TDM & IP solutions
  • How to configure notification strategies that target the appropriate support resource
Who should attend?
  • Contact Center & Call Center managers
  • IT managers responsible for customer experience
  • Self-service Customer Relationship Management professionals
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