Prevent communication breakdowns in Real-Time
Discovering that your Contact Centre lines are inactive through social media backlash or noticing idle agents is a scenario no business wants. Pinpointing the exact cause of issues is complex with modern and hybrid Contact Centres. The intricate integration of components and service providers means that a minor fault in any part can disrupt your entire communication system. Ensuring constant accessibility is crucial, and identifying problems proactively is the key to uninterrupted service.
Keep your Contact Centre lines open
Our proactive Toll-Free testing service continuously monitors your Contact Centre's connectivity, detecting and alerting you to any issues before they escalate. The solution traverses the complexity of your voice infrastructure collecting valuable metrics and traces to identify the root cause of any disruptions with precision. With our detailed and expert-level reports, your IT team can resolve or escalate these disruptions with your providers faster.
How it helps?
Early Detection
Identify issues by continuously monitoring call success rates and quality.
Detailed Insights
Access in-depth metrics and traces to understand and resolve issues quickly.
Customized Testing
Configure test plans that align with your operational requirements and customer experience goals.
How does it work?
Our Toll-Free Number Assurance operates on a straightforward yet effective principle. We regularly dial your chosen number using a range of telecom providers, mirroring the typical customer call experience. When the call connects to your Contact Center as a Service (CCaaS) or Customer Experience (CX) platform, it's discreetly directed to an unlisted IVR option.
During the call, we conduct audio quality tests to verify mutual clarity. Concurrently, we gather vital call traces and performance metrics from our system and your CCaaS or CX platform. This collected data is then processed, and based on your predefined settings, alerts are generated and sent to you. You have full control over the alert configuration, tailoring it to meet your needs.
Our system is compatible with various providers and remains neutral towards CCaaS platforms, though we offer in-depth integration with major platforms like Genesys.
One key feature of our service is the maintenance of a comprehensive historical record of all tests conducted by our system. This data repository is invaluable for troubleshooting, allowing you to share concrete evidence with your service providers to diagnose issues or confirm service outages on their end.
Additionally, you can receive regular reports summarizing your lines' overall quality and reliability. These reports provide a detailed view of your Contact Centre's accessibility and performance, helping you maintain the highest customer service standards.
Key Features
Automated Call Testing
We automatically dial your selected number at set intervals using multiple telecom providers, ensuring a comprehensive accessibility assessment.
Audio Quality Verification
Our system conducts audio tests during calls to guarantee clear two-way communication, which is vital for effective customer interactions.
Realtime Alerting
We collect detailed call traces and metrics, processing this data to generate configurable alerts for immediate issue awareness and response.
Historical Data Analysis
Keep a complete test results history, providing valuable insights for diagnosing issues and validating service performance with providers.
Request your free test
Check if your Toll-Free lines are working for free and get a free comprehensive report by email of what we discovered.