Sampling the Customer Experience

HeartBeat™ Availability and Performance Monitoring

Proactive end-to-end availability and performance monitoring reliably and economically ensures that your voice systems continuously provide the positive customer experience you require.

The fully automated HeartBeat™ process initiates regularly scheduled test calls that traverse the public telephone network and access your systems just like your customers. Once answered, each test call interacts with your system following a script that you specify, retrieving account balance information, checking on a flight arrival or package delivery or even interacting with a live agent.

Tell us how your customers use your systems, what types of responses and response times are acceptable and which conditions would make for a less than satisfactory experience should they appear.

We’ll set up an automated test call process that accesses and interacts with your system as often as you require. HeartBeat™ acts just like a real customer, so you can be confident that all elements of your system - from the toll-free routing in the network cloud to the off-site third party service bureau providing account balance information - continue to be available and perform as you require. If they’re not, HeartBeat™will let you know at any time of the day or night.

The notification will tell you exactly which issue was detected. All HeartBeat™ calls are recorded start to finish and the recordings are posted to the secure Monitor Control Web Site. You have full access to all of the data we collect. If you need someone else involved, they can hear it, too. We know that hearing is helpful and, for some people, hearing is believing. You don’t have to rely on anecdotal information and you don’t have to try to recreate the problem. HeartBeat™ captures it for you. Knowing the nature of the issue and having a specific example in hand significantly accelerate the trouble shooting process.

Every Monday, you’ll receive via E-mail a complete log of all test calls placed into your system during the previous week. It provides complete details for all test calls that identified an issue.

At your convenience, you can log in to the Monitor Control Web Site to:

· Listen to test calls that spawn notifications to determine what the issue might be and whether or not immediate attention is warranted.
· Check the outcome of all test calls made in the last ten days. Have any interesting patterns developed?
· Graph host response time across all calls for the last day or the last ten days. Do response times increase during peak busy hour? Does the blocking rate go up?
· Turn notifications off for a brief period of time when you know you have a issue or planned downtime will make the system unavailable.
· Make a test call to verify a fix has resolved an issue.

With HeartBeat™ on the job, you will know that your systems are available and performing, as you require - all day, every day. You can count on it and go home with confidence.

-By Mike Burke

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