What is ZingMonitor?

ZingMonitor is a proactive customer experience management solution that monitors the end-to-end performance of your voice applications and infrastructure from the caller’s perspective – from the PSTN, through the IVR, and out to an agent. With regular periodic calls, ZingMonitor measures carrier performance, host and database response times, prompt correctness, dynamic data accuracy, call quality, call routing, queue times, screen pop accuracy and timeliness. If an emerging problem is detected, ZingMonitor immediately alerts the appropriate technical resource to report the location and nature of the performance issue.

How does it work?

Performance metrics from each monitoring call – including audio recordings of failures – are posted immediately to the Web so that users can diagnose and fix urgent problems. Users can also use the application to automatically generate summary management reports and detailed technical reports to compare performance benchmarks and issues and help identify opportunities to continuously improve performance Voice Application Performance Metrics Measured by ZingMonitor include:

• Delivery of dialled calls vs. blocked calls, sorted by category (busy, ring no answer, etc.);
• Time for voice network to deliver the call to the contact centre (time to connect);
• VRU/IVR response time to DTMF or speech stimulus at each touch point (time to greet);
• Incorrect responses for the monitored system, by prompt location and type of failure (menu response);
• Interface response time (host, mainframe, database, file, etc.);
• Queue time to agent (time on hold);
• Agent transfer statistics (dropped calls, failed transfer); and
• CTI delivery to desktop.

An experienced Sepia consultant works with your in-house staff to deploy a remote, end-to-end voice customer experience management solution, from the PSTN to the back-end databases. Voice Watch monitors your voice applications 24 hours a day, 7 days a week and alerts appropriate personnel of any performance problems. The performance data from Voice Watch is immediately posted to a secure Web site to help contact centres identify and diagnose performance issues that are impacting callers in real time.

Summary

Summary and technical reports as well as historical data are provided to help contact centre managers optimise contact centre performance. A return on investment is realised in extreme reduction of fault-finding time as well as the management of issues between integrated systems. With ZingMonitor there is no longer a situation of your agent informing you that there is a problem with the contact centre or finger pointing between vendors.

What is the cost?

Download our customer contact centre configurator (.xls) and calculate the cost of your Zing contact centre.

Capex vs Opex

Need a business case for your Zing hosted contact centre? Download our TCO calculator (.xls).

Request a live demo?

Request a demo and see the benefits of ZingMonitor.