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Availability & Performance Monitoring

IQ Services Availability and Performance Monitoring

Availability and Performance Monitoring with HeartBeat™ for Voice Solutions

Call centre quality monitoring is vital to ensure customer satisfaction and retention. But in addition to ensuring the quality of the interactions between your agents and your callers, you also need to get a handle on the quality of the interactions your customers have with your self-service systems that pre-screen and route calls to the right agent.

Your contact centre solution must perform smoothly and reliably – end to end. IQ Services’ HeartBeat for Voice Solutions offers outside-in call centre quality monitoring to give you peace of mind about the availability and performance of your contact centre solutions, from the point the customer dials the call all the way through to the information presented to the agent in a screen pop. Our test equipment generates real telephone calls to access your system just as customers do through the public telephone network. You don’t need to purchase hardware or software; we test without adding any products to your infrastructure. If something isn’t working as expected, it’s identified immediately and your team is notified.

What is peace of mind worth to you? Contact us to learn more about HeartBeat for Voice Solutions.

Availability and Performance Monitoring with WebBeat™ for Online Solutions

Online contact centre quality monitoring is also vital to ensure customer satisfaction and retention. IQ Services’ WebBeat for Online Solutions allows you to get a handle on the quality of the interactions your customers have with your online, self-service systems. WebBeat offers outside-in monitoring to give you peace of mind about the availability and performance of your contact centre solutions from the point a log-in request hits your redirection servers all the way through the inevitable chat session with an agent. Our test equipment generates real browser interactions to access your system just as customers do through the Web – without adding new hardware or software to your infrastructure.

What is peace of mind worth to you? Contact IQ Services to learn more about WebBeat for Online Solutions.

Contact Centre Monitoring to Improve Performance

HeartBeat™ and WebBeat™ offer sophisticated contact centre monitoring services. Our services feature:

  • Remotely generated test interactions that are hardware and software independent
  • Automated 24/7 monitoring
  • Immediate notification of problems
  • Complete transaction details for immediate action
  • Online controls and results for your convenience

Customers using HeartBeat and WebBeat rave about how quickly issues are detected as soon as they develop. They love the self-service configuration options and the historical as well as current data to track and monitor trend analysis and continuous performance efforts. Best of all, the insight gleaned from HeartBeat can be used to monitor, manage and improve customer service experience for greater customer satisfaction and profitability.

Learn about HeartBeat for Voice Solutions today. Contact us.

Learn about WebBeat for Online Solutions today. Contact us.