PULSE^® - Production IVR & Contact Centre monitoring solution

Get to know of problems in your IVR before your customers do!

Overview

Pulse^® is designed to continuously monitor the end-to-end availability and performance of your voice application and your contact centre from a customer’s perspective. 

 

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 SMSes 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 and Text to Speech 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.

Benefits 

Increase Customer Satisfaction and 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:

• Unusual delays
• Busy tones
• Dropped calls
• Dead ends
• Incorrect speech recognition
• Failure to correctly respond

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.

Features

Your IVR applications don’t need to be modified to use Pulse

User definable time intervals using a suite of user definable test cases

Repeatable and consistent process which allows for easy testing at any time

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. Set up campaigns to the time the campaign should be run and the test cases to be run during the tests.  Listen to your calls remotely using your web browser.

Dashboard Reporting

Pulse^® reports provide the details of your test calls for a complete view of performance. Reports are in a dashboard format which provides management summary reports and allow you to drill down for more granular reporting and performance metrics. You can also report on historical data to compare previous performance to the present.

Recording of all calls

All calls are recorded (wav format) and can be played back to find out what really happened.

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.

Cyara supports both TDM and IP environments.

Supports all platforms

Pulse^® is platform independent and supports leading IVR platforms including Genesys, Avaya, Nortel, etc

Call us for a free demo today +61 3 96078304 or email us on sales@cyarasolutions.com