Overview

Customer experience management for monitoring call centre applications.
 
OneSight for Contact Centres offers on-going contact centre monitoring by emulating the experiences of customers and agents to help you ensure the consistency and performance of voice applications and systems. This call centre performance monitoring software is capable doing everything a real caller does; dialing in, speaking or sending DTMF tones, listening to prompts, hearing voice quality—and thereby keeps a 24x7 watch on what your customers are actually experiencing.

OneSight for Contact Centres gathers information from many sources and manages voice applications from your customer’s perspective. By generating live calls, which emulate a customer, into your call centre, OneSight for Contact Centres measures and monitors every aspect of the customer experience. Unlike traditional system and network management tools, OneSight for Contact Centres simultaneously provides vendor specific voice application telephony monitors, pre-configured to monitor the health and performance of IVR, CTI, ACD/PBX and speech recognition applications.


Example of a synthetic Voice transaction

Features