PULSE® - IVR & Contact Centre monitoring solution
Pulse® continuously monitors the end-to-end availability and performance of your IVR and your contact centre from a customer's perspective. Pulse’s ‘outside in’ hands-off monitoring approach ensures you can hear and benchmark your customer’s calling experience into your contact centre without requiring any integration to your call centre.
Be The First To Know
Calls are placed into your IVR at regular intervals and the results are monitored in real-time and stored. If the calls breach the thresholds or result in a failure of the test cases then you are proactively notified. Pulse®’s advanced notification system can send you automated SMSs or emails with detailed information about any reliability issues being faced by your voice/IVR applications and platforms.
True Customer Experience Insight
Pulse® traverses through your IVR remotely like an actual customer would using speech recognition, DTMF, Text-to-Speech and audio providing true customer insight. This proactive, exception-based approach alerts you to potential problems in your IVR before your customers do, thereby helping you take appropriate rectifying measures and saving your company’s reputation and brand.
Reduce Customer Frustration
Pulse® helps you to increase customer satisfaction and reduce customer frustration by proactively providing you notification of issues faced by your IVR platform and associated applications including the following:
- Actual prompts vs expected prompts
- Response times for each step
- Incorrect results for transactions
- Database related delays
- Successful call answer and busy tones
- Dead air and silence
- Dropped calls
- No input
- Dead ends
- Unanswered calls and network failure messages
- Inconsistent DTMF volumes
- Voice quality
- Incorrect call routing
- Network delays and jitter
If the above are not rectified in time, they translate into poor customer interaction. Poor interactions result in customer frustration and increased costs due to the calls being handled by more expensive call centre agents. This ultimately affects the brand of your organisation and its shareholder value.
Leverage the Cyara Pulse® Advantage
- Your IVR applications don’t need to be modified
- User definable time intervals using a suite of user definable call flows
- Repeatable and consistent process which allows for easy testing at any time
- Easy-to-use Online interface
- Flexible plans
Easy to use
Configure your system, build your test cases using our web interface or have us build them for you. Configure campaigns to run on your schedule. Listen to your calls remotely using your web browser.
Built-in Call Recording
All calls are recorded (wav format) and can be played back in your web browser or downloaded to your PC. Identify and resolve issues quickly. Listen to and benchmark your customer experience.
User Friendly Reports just a click away
Pulse® has a powerful drill-down management reports available over the web. Our exception based reports are displayed in a summary format which allow you to drill down for more granular reporting and performance metrics.
Use the data to benchmark system performance, analyse and track problems, drive continuous improvement, and enforce service level agreements. You can also report on historical data to compare previous performance to the present.
Choice of hosted or premise based deployment
Pulse® is available to be deployed as a premise-based solution or in a hosted environment offering you the flexibility and choice to suit your requirements.
Supports all platforms
Pulse® is platform independent and supports leading IVR platforms including Genesys, Avaya, Nortel, Holly etc.
Contact us today for an obligation free demo and trial:
sales@cyarasolutions.com
