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