OneSight for Contact Centers™
Customer experience management for monitoring call center applications
OneSight for Contact Centers™ offers on-going contact center monitoring by emulating the experiences of customers and agents to help you ensure the consistency and performance of voice applications and systems. This call center 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 Centers 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 center, OneSight for Contact Centers measures and monitors every aspect of the customer experience. Unliked traditional system and network management tools, OneSight for Contact Centers 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.
With OneSight for Contact Centers, you can:- Increase customer satisfaction, retention and loyalty with insight into actual QoE
- Detect problems proactively by measuring the customer experience with automated services
- Isolate performance problems to reduce outages and shorten repair times for improved service-level compliance
- Optimize voice application performance through historical reporting and gain efficient access to business critical performance information
OneSight Premium Console
The OneSight Premium Console was developed to present your call center information aligned to your needs for managing your business. OneSight Custom Status views provide powerful yet flexible presentations of your data. Do you need to see call statistics by location? How about by application? Do you use multiple equipment vendors? With the OneSight Premium Console you can create views showing statistics by location, per application, with information gathered from platforms from several different vendors.
