Monitoring and Management
Intervoice Monitoring and Management Solutions (MMS) allow you to have visibility into the performance of your contact center systems and into your customers' overall experience.
MMS is a proactive and preventative approach to monitoring and management of your contact center from our hosted network operations center. Beyond standard monitoring, our additional system management provides you with a complete and holistic view of system performance. We monitor the voice applications and network infrastructure from your customer's perspective - from PSTN, to the back-end, and then out to the agent. Through each step we measure carrier performance, host and database responses, prompt correctness, and call quality and routing.
MMS is comprised of a variety of service offerings to support your specific requirements for monitoring services, and to ensure that your customers have an excellent customer experience:
- 24x7x365 NOC Monitoring: Solution monitoring from single redundant site
- Troubleshooting and Resolution: RealCare™ triage support, escalations, and case tracking
- Data Network Monitoring and Management: Telephony heartbeat, VPN Connectivity, and patch management
- Application Performance Monitoring: Real-time application monitoring
- Ensuring the Security of Your Solution: Anti-virus and vulnerability scanning
- Performance Reporting and Review: Access to system performance, quarterly reviews