Voice Watch is a hosted application that regularly dials into the voice application infrastructure and reports quality problems impacting the customer experience. Typically these calls are placed between every 15 minutes or every hour on a 24x7 basis.
As part of this offering we customise a voice transaction management solution to meet specific application testing needs.
Leveraging a globally dispersed network, VoiceWatch dials into the voice application infrastructure as any customer would, measuring the agreed call flow options, and alerting and reporting on application &/or call quality problems impacting the customer experience.
This service is used to ensure that voice applications such as contact centre IVR, voice recognition and voice mail are operating correctly. Any issues are highlighted by the sending of emails and are also available in reports for trending purposes.
Voice application navigation, performance, responsiveness and voice-quality can all be measured.
This is a low capex approach to the monitoring of critical voice applications.
