IVR monitoring may seem like a nice-to-have add-on to your IVR system, but not essential. It may feel like one of those services you'll look into when you have the time. But there are risks lurking for your business each minute you don't have a solution to keep a close eye on your lines and servers. The most obvious negative ramification awaiting a business without IVR monitoring is unplanned or unknown downtime. Even with basic system-level monitoring, the IVR server itself could be up but … [Read more...]
IVR Monitoring: It’s Not All Created Equal
While use of IVR monitoring has been on the rise, there are many misconceptions about this service and what it can do which may lead companies to limit its potential. What’s more, IVRs are getting more complex with time, and while you may think you have IVR monitoring, you may, in fact, have server-level monitoring. Discover the many ways IVR monitoring is misunderstood down below. Misconceptions About Monitoring If you are currently using IVR monitoring in your business, can you control and … [Read more...]
Why IVR Monitoring is Important for Better Service
Across a variety of industries, Interactive Voice Response (IVR) monitoring is making it possible for organizations to offer better service, reduce costs, and improve the productivity of employees at all levels. The IVR systems of two decades ago, that had everyone punching at the zero for an operator have been replaced with intuitive systems that are able to recognize broad ranges of speech patterns and even predict customer needs. IVR monitoring ensures that any time a system experiences … [Read more...]
IVR Load Testing Helps Prepare for a Busy Season
For companies that don’t have the time or the resources to prepare for an upcoming busy season, it can be challenging to manage all those demands without external help. Fortunately, at TelcoAlert we’re dedicated to helping companies identify, fix, and predict production outages from occurring when they most need reliability – such as peak business hours – with our IVR load testing solution. For one company, WageWorks, such was the case. They were in need of IVR load testing services to save … [Read more...]
What Is IVR Monitoring, and Why Aren’t You Using it Yet?
The interactive voice response (IVR) system has brought with it a lot of new possibilities for us to consider. It's freed our contact center agents from having to waste time with the simplest questions from customers, the kinds of questions that a reasonably alert Google user could answer most of the time. It's allowed us to put talented, skilled agents to work solving complex problems instead of telling people what the store hours are. Yet here, the IVR has room for improvement, and that's … [Read more...]