Call Center Monitoring
Real-time Monitoring of Infrastructure and Application Performance
Call centers rely on critical infrastructures including VoIP telephony, servers, CRM applications and databases. Proactive detection of anomalies helps avoid service interruptions and guarantee optimal business continuity.
Let's take the example of a VoIP service whose calls are frequently interrupted. Thanks to effective monitoring of collaborative tools, this problem can be identified as soon as it occurs. You can then take corrective action, such as resolving network problems, contacting the service provider or replacing faulty hardware.
- Monitoring of servers (CPU, RAM, storage) and databases used to manage customer interactions
- AI-based real-time alerts to detect and prevent service degradations before they impact agents and customers
Performance Analysis of VoIP and UCaaS flows (Teams, Cisco, etc.)
Call quality is essential for a good customer experience. Interruptions, echoes or slow response times have a direct impact on agent satisfaction and productivity. Advanced analysis enables problems to be understood and resolved more quickly.
Suppose you've noticed that call volumes tend to peak at certain times of the day. With this knowledge, you could assign more staff to these peak times, reducing waiting times and improving customer satisfaction. Alternatively, if you find that a large number of calls are being put on hold, you can take steps to employ more staff during peak hours.
- QoS monitoring (latency, jitter, packet loss rate) for VoIP
- Performance analysis of UCaaS platforms used for internal collaboration and customer interactions
Optimize IT Resources to Improve Productivity
With hundreds or even thousands of agents connected simultaneously, it's crucial to optimize IT resources to guarantee consistent performance while minimizing costs. Automation also helps reduce the workload on IT teams.
With comprehensive dashboards, IT performance monitoring provides all the information you need for effective planning, including agent availability, call volume trends and average handling time. By leveraging this information, you can streamline operations, optimize resource management and ensure the success of your campaigns.
- Measurement and correlation of network performance indicators with perceived call quality (MOS score)
- Integration with ITSM tools for efficient incident and change management
Having competent people is important to me. The deployment of the solution went really well and the responsiveness of the ServicePilot technical team is remarkable.
Contact Center Infrastructure Analysis with ServicePilot
Genesys Call Center Monitoring
Harness the capabilities of Genesys Contact Center Monitoring for comprehensive insights. Keep track of flows, call reasons and routing point statistics.
Cisco UC Monitoring
Monitor and analyze various aspects of your Cisco Unified Contact Center Enterprise (UCCE). This includes monitoring router performance, peripheral gateways, Logger, Computer Telephony Integration (CTI) and Cisco Unified Border Element (CUBE).
Avaya Voice Traffic Monitoring
Analyze voice quality for each user and per zone by tracking key metrics such as Mean Opinion Score (MOS), jitter and latency.
Inventory and License Management
Maintain an efficient inventory of resources, phones, firmware and licenses. By keeping track of your inventory, you can ensure you're always prepared to handle call volumes and manage your resources.
VoIP & UC integration
Free installation in
a few clicks
SaaS Plateform
- No on-premise software setup, servicing and configuration complexity
- Instant setup, complete and pre-configured to ensure robust monitoring
OnPremise Plateform
- Contracts and commitments over time ( > 1 year)
- Performance, Data Storage and Infrastructure Management
- 2 additional solutions: VoIP and Mainframe monitoring
