Computer Telephony Testing, IP Telephony, Call Center, and Load Testing from Hammer Technologies
Computer Telephony Testing, IP Telephony, Call Center, and Load Testing from Hammer Technologies Computer Telephony Testing, IP Telephony, Call Center, and Load Testing from Hammer Technologies Computer Telephony Testing, IP Telephony, Call Center, and Load Testing from Hammer Technologies
Computer Telephony Testing, IP Telephony, Call Center, and Load Testing from Hammer Technologies

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Improve Call Center Performance With Automated VRU Monitoring

It’s 10:00 AM. Your call center is swamped and customers are complaining. An unknown problem has slowed your VRUs. Your boss is on the line and wants to know why……

Now There’s An Answer
Most IVR performance problems are caused by backend systems including LAN/WAN, database, mainframe, and CTI. Performance slowdowns or outages caused by problems in these backend systems are frequently visible only to the customers trying to use the IVR. VRU system monitors simply can’t provide a complete picture of what the customer is actually experiencing.

That’s where Hammer comes in. Hammer Call Center Monitoring systems let you see through the VRU. Hammer lets you find poorly performing VRUs, out-of-service phone lines, and call handling problems immediately – before the customer does. Now, you can get ahead of the curve. With Hammer Call Center Monitoring you see problems when they are just starting - before they become serious.

Faster Problem Identification, Diagnosis, and Resolution
Hammer Monitoring systems reduce IVR problem identification, diagnosis, and resolution time from hours to minutes. Benefits include:

  • Faster problem detection
  • Faster problem resolution
  • Reduced IVR downtime
  • Improved customer service levels
Test Calls Alert You
Duplicating the actions of real customers, Hammer Call Center Monitoring systems place regularly scheduled, automated test calls over the public switched telephone network to every port in your company’s IVR network and every automated customer self service application in your business. Continuous surveillance by Hammer systems ensures that IVR performance problems are quickly identified before they impact call center service levels. With automated Hammer Monitoring in your call center, you will:
  • Identify out-of-service phone lines
  • Check status of IVR ports
  • Monitor IVR delays
  • Diagnose sluggish IVR response time
You can only manage what you can measure. Hammer Monitoring systems provide real-time reporting on:
  • Call handling errors
  • Time to Answer
  • Prompt errors & prompt timing
  • IVR/Host response times
  • Database response times
Hammer’s patented prompt recognition capabilities even make it possible to automatically monitor that the right IVR prompts are playing and measure any prompt timing problems.

Immediate Problem Notification
Automated Hammer Call Center Monitoring systems let you establish specific service levels for every step in your application call flows. If Hammer surveillance and monitoring detects a problem at any point in the test calls, your support staff is immediately notified via page alert, telephone call, e-mail, or TCP/IP socket connection to another application. The method of notification can be varied based on time of day, day of week, or problem identified.

Real Time Performance Display
Hammer’s Call Center Monitoring systems provide a real-time display of IVR performance along with a database for collecting performance statistics over time. With Hammer surveillance and monitoring, Call Center managers, Network Operations Centers (NOC) and VRU Support Groups can see at a glance the real-time and historic performance of critical IVR-based applications.

With Hammer Monitoring, you know first.

Back to the Call Center


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