Remove operational uncertainty from your contact center technology with an automated testing and monitoring solution, available through our partnership with TekVision. Most CX issues only reveal themselves to customers when they contact your business, creating a frustrating experience that organizations only hear about if the customer relays the problem at the time of contact. Service-affecting problems like outages or critical failures can suddenly halt operations altogether at the busiest and most inconvenient times.
Each customer call into your contact center systems can have up to a 10% chance of experiencing issues like:
- Dropped calls
- Incorrect prompts
- Lengthy delays
- Garbled audio
- Data Dip troubles (delays or failures)
- Network or telco problems
Virtual assistant (chatbot) testing also provides insight into common problems customers encounter including delayed responses, incorrect prompts and replies, knowledgebase query issues.
Automated monitoring and testing can help you proactively detect and identify these service-affecting issues before they can become problems for your valued customers. TekVision’s cloud-based solution can be used to test and monitor any contact center technology, including Genesys, NICE-InContact, Avaya, Amazon, Five9, Cisco and more.