Call center solutions are just one element in a complex delivery chain comprised of computers, servers, databases, backend systems and other software products. Technology for call centers is complex, and the expectation is that these systems are always on and always responsive. However, risks exist throughout the delivery chain – and a problem with any of these solution components can result in a degradation of service or, in some cases, a non-functioning solution.
To ensure maximum uptime of your solution, we have developed the Enhanced Diagnostics Dashboard (EDD) to provide end-to-end monitoring and notification for all the components in your delivery chain.
EDD enables organizations to proactively identify and prevent solution or environment impairments from affecting the quality of service or end-user experience. Through the use of advanced monitoring techniques and real-time notification based upon rules defined by you, EDD goes beyond traditional monitoring solutions that simply monitor the availability of primary servers and components. With EDD, the critical systems and activities that make up transactions are proactively monitored and exercised to ensure transactions can be successfully completed.
The EDD has components, which include:
Each component can be configured for your environment to monitor the key components of your system. However, the EDD Display Server and RMAs are required operational components; the remaining EDD components are optional.
OmniEngage drives proactive and personalized experiences across all channels – phone, mobile, web, text, social, and agents. The premise of the Solution as a Service is simple, Reduce Customer Effort to drive loyalty as measured by retention, wallet share, and advocacy.