Accurate and Objective User Experience KPIs and KQIs
Our Quality of Experience methodology provides you with a system-wide evaluation of your Telephone Customer Relationship:- Accessibility
- Availability
- Performance
- Telephony Audio Quality
A Comprehensive Approach to Telephony Quality of Experience
Your Customers- From off-site networks: Landlines, VoIP or Mobile Networks
- During interaction with your IVR
- Throughout access to call centers and conversations with representatives
- From your internal or outsourced call center platforms
- During interactions with your applications: CTI,CRM, ...
- Throughout telephone conversations
Our Dashboards Provide Information You Need for Decisive Action
Our system adapts reporting to your needs:- Monitoring, testing and benchmarking, external reports...
- End to end SLAs and service levels analysis throughout the service chain
- By web portal, sms, Smartphone or PC widget, e-mail, snmp Trap, ...
- Real time or delayed
- QoE/Activity Correlation
Objectively Verify your Services in Pre-production Phase
Our IVR, ToIP and Data robots :- Connect to your services exactly like customers and representatives
- Interface with your services, following pre-configured user scenarios
- Test service actually delivered depending on what is heard through the telephone, IP-phone or seen on a PC screen
Security at Each Stage of Your Service Process
User scenarios replicated at each stage of the application management life cycle help you:
- Benchmark for technical solutions and application version updates
- Evaluate attainable service levels and associated upstream risks
- Inspect service levels during development
- Identify contention nodes throughout the chain of service
We have selected Witbe’s technology because it’s capable to simulate end-to-end customer calls from outside. It reproduces customer behaviour according to our user scenarios on our IVRs and up the call center representative.
After experiencing Witbe solutions for our own service management needs, we are happy to offer the same services to our customers
Customers and representatives QoE Monitoring Solution
The Witbe solution for your IVRs and Call Centers is both comprehensive and modular. According to your project it can:
Be global and take into account customers experience as well as representatives experience
Focus on your customers experience monitoring from various phone networks
- Error-free Call Routing to your IVR
- Accuracy of Welcome Messages during business and non-business hours
- Audio Quality of pre-recorded messages
- Capacity to interact with IVR using DTMF or speech
- Response Times within the IVR system
- Response conformity (correct and pertinent) during self-service scripts
- Effectiveness of dissuasive functions
- Compliance with predicted wait times during dynamic queuing
- Actual Wait Times
- Satisfactory access to representatives, and absence of unexpected disconnections
- Speech quality during conversations with representatives simulated by ToIP robots installed on the platform
Focus on your representatives experience monitoring
- Availability and response time of your applications
- Correct synchronization of customer profile and caller ID
- Accurate retrieval of customer profiles
- Capacity to interact with CRM and acceptable user response time during critical transactions
- Telephony Audio Quality through IP-Phones
Take Control of Service Levels with Witbe Experience Center
Your Customer Relations and Support Management teams are given real-time operations data that provide:
- Proactivity thanks to early detection of service deterioration signs
- Help with troubleshooting end-to-end
- Follow-up on end-to-end SLAs
- Reporting to Business Units and Customers