What is ivr Monitoring?
A good Customer Experience (CX) occurs when a business provides a prompt resolution to a customer's enquiry without any IVR call drops, busy tones or invalid menu options or audio responses. The only method to ensure your customers are obtaining a good CX is to make synthetic calls and automate the customer's behaviour and expected responses - taking the customer's perspective is vital to ensure a good CX.
Discover IVR is a cloud based, vendor agnostic and non intrusive platform. Calls are made from one of our 13 global data centre regions into IVRs to the undertake reverse engineering of the call flows. This level of automation will speed up the ever changing landscape of changing IVRs and allow the CX (Customer Experience) monitoring of the flows in a hands off approach.
The platform will replace inaccurate call flow documentation and eliminate excess manual effort writing test cases. Discover IVR can also be used to monitor critical functions on an ongoing basis. As part of its monitoring module, schedules can be run to continuously check on selected functions and proactively send alerts to notify the client company of any failures in real time.
Users can also lookup issues by drilling down to specific steps in the audio recording and listen to responses from the IVR. Simple menus make it easy for non technical users to edit IVR prompts. Once its decided what areas to focus on, a business can reuse individual test cases for long periods, scheduling discoveries based on the date and time it wants them to be done.
Discover IVR is platform independent, supporting all leading IVR platforms and is available as a hosted solution on as part of the cyclone product suit.