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Prognosis Portfolio Overview

Prognosis for Call Center QA

Prognosis Skype for Business

TOP BENEFITS

  • Know that carrier and toll-free services are correctly provisioned.
  • Confirm cloud services are working as expected to handle peak load.
  • Be confident IVR and self-service applications are available, upand running.
  • Ensure host response times are acceptable.
  • Ensure availability of speech recognition and text to speech services.
  • Ensure failover/backup servers are up and ready to take traffic.
  • Be sure call intelligibility doesn’t degrade at certain times of day.
  • Know your customer-facing technology is performing 24 x7.
  • Deliver the issue-free technology experiences you planned for your customers.
  • Confirm transactions in your unified queue are handled according to business rules.
  • Be confident there are enough speech recognition licenses whenall callers provide spoken inputs.
  • Know if host response time over the WAN degrades under maximum load.
  • Verify screen-pop data follows the proper call path and arrives at the agent workstation at the same time as the call, even underload.
  • Confirm VoIP calls and the recordings necessary for agent monitoring and coaching are intelligible at full load.
  • Confirm the fax back server sends the information requested to the proper calling party.
  • Test that the hot standby system can handle a sharp wave incoming traffic that fills all channels in 10 seconds.
  • Be confident the new or upgraded voice solution is ready for real customers.
  • Having Voice Quality or Dropped Call Issues?

  • Does Your IVR Successfully Handle 500 Simultaneous Calls?

  • Do 100% of Your IVR Calls Reach The Right Agent?

  • Are You Managing 5,000 Endpoints?

  • Having Latency Issues Inside or Outside Your Network?

  • FIX IT With Prognosis

  • Contact Us For A Free Consultation And Evaluation

Promero’s technical team members are experts with over 17 years in unified communications, VoIP networks, IVR call routing and customer experience platforms. If your firm is experiencing call quality issues, latency, jitter, dropped calls or performance degradation, we can help. We can provide software and services that manage the entire endpoints ecosystem, for VoIP testing, network end-point testing, IVR load testing and carrier testing. With Prognosis service, Promero can identify and mitigate your network and voice problems. Many problems may occur from outside the Microsoft Skype for Business ecosystem or Cisco platform. A user may, for example, have poor quality headphones, or may not have optimized the configuration in their laptop. The native Skype and Cisco troubleshooting tools may not effectively identify such problem and are limited to devices within the Microsoft system only or among Cisco devices only. What happens to devices outside these ecosystems that cannot be monitored? Unified communications endpoint ecosystems, on the other hand, simplify troubleshooting by consolidating the whole system, from endpoint to endpoint, into a single dashboard. This allows the troubleshooting team to drill down to individual users and determine if the problem lies in their endpoint, network, or server.
 
Only with a unified communication system does the communications team have the simplified visibility of the entire endpoint ecosystem. It allows faster troubleshooting and resolution of issues. It makes sure that your audio or data transmission looks as good in another hemisphere as it does in the conference room where you’re sitting. The power of locating a problem, whether in your headset or somewhere halfway around the globe, enables your team to quickly identify solutions and take action to implement them. Please contact us today for a free consultation.

Prognosis HeartBeat

Prognosis HeartBeat is cloud-based Testing as a Service for outside-in contact center experience management. Now you can understand the complete end to end customer experience as they interact with your technologies and be confident they have the experience you intended for them.

Prognosis HeartBeat bridges the gap between internal monitoring and actual end-to- end performance so you can understand the complete customer service experience.

The value of peace of mind

From the moment your customer makes a call, all the way through to the information presented to the agent in a screen pop, your contact center must always perform smoothly and reliably – end to end.
Whether it’s the interactions between customers and agents, or customers and self-service systems, availability and real time experience management with Prognosis HeartBeat is vital for customer satisfaction and retention.

Prognosis HeartBeat is cloud-based Testing as a Service that offers outside-in contact center quality management to give you peace of mind. You’ll have complete insight about the availability, performance and quality of service you’re delivering. And you don’t need to purchase hardware or software; we test without adding any products to your infrastructure.

Prognosis StressTest

Prognosis StressTest is a cloud-based load and performance testing service that gives you the insight you need to manage, tune and verify contact center performance. By testing IVR and contact center systems from the outside-in, Prognosis StressTest goes beyond component-level testing to reveal the customer perspective of system performance under real-world conditions.

Manage the risk of change

If you’re installing a new contact center solution or upgrading existing capabilities, you need to make sure your efforts deliver the best possible customer service experience and ROI. Prognosis StressTest gives you the insight to ensure all required facilities are provisioned and properly configured. You’ll know if rollover and hunting plans work as expected, and if you have enough speech recognition licenses in case every caller chooses to respond to a prompt verbally rather than with DTMF tones. Prognosis StressTest means you’ll have this insight before going live and gain the confidence that everything will perform as expected.

Customer Success

1,000+ enterprise organizations trust IR Prognosis as their monitoring and experience management IT partner.