Availability testing with Prognosis HeartBeat

Prognosis HeartBeat is an automated cloud-based testing service that gives you comprehensive insights into the availability, performance and quality of service you’re delivering.

Whether it’s the interactions between customers and agents, or customers and self-service systems, availability and real time performance management with HeartBeat is vital for customer satisfaction and retention.

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What Prognosis HeartBeat can do for you

Ensure your systems are running as they should be

Ensure your systems are running as they should be

Identify and track errors, logs results in a database and record every call to quickly identify issues, and evaluate and optimize system performance to achieve fast problem resolution.

Find and solve problems in your environment faster

Find and solve problems in your environment faster

Identify and track errors, logs results in a database and record every call to quickly identify issues, and evaluate and optimize system performance to achieve fast problem resolution.

Confidently deliver the service your customers expect

Confidently deliver the service your customers expect

Ensure your contact center is delivering an exceptional customer experience every time with instant alerting, proactive monitoring and fast troubleshooting.

Meet service level requirements

Meet service level requirements

Avoid costly penalties and be confident that you are delivering expected levels of service, with the reports and documentation you need to prove it.

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We have far greater confidence in our IVR as a result of deploying IR’s Contact Center solutions.

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Melissa Brandon

IT Systems Analyst @ Wells Fargo

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Our customer experience is better, and our root cause troubleshooting abilities are faster and more powerful than ever before.

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Melissa Brandon

IT Systems Analyst @ Wells Fargo

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We rely on IR to help us stay compliant with business rules, government regulations, and industry best practices.

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Melissa Brandon

IT Systems Analyst @ Wells Fargo

64%

Time saving

Most of the time spent troubleshooting is on identifying the issue

43%

Lower UCC operational costs

21%

Increase in employee productivity

Proactive vs. Reactive

Avoid downtime and outages

Features

Virtual Customer® call scenarios

Virtual Customer® call scenarios

Customer (VC) that monitors end-to-end performance of your contact center customer interactions from an outside-in perspective. Combinations of notifications and escalation methods provide a VC monitoring strategy that’s just right for your team, business model and contact center solution.

Automated testing

Automated testing

Get comprehensive insight into the availability, performance and quality of service you’re delivering, without the need for time consuming manual testing – just set your testing frequency and let HeartBeat do the hard work.

Real-time notification

Real-time notification

Get immediate notifications if something in your environment is not working as it should be via e-mail, phone, SMS message or page. This means your team can get straight on it, before your customers are affected.

Rich call-history data

Rich call-history data

See detailed reports on your solutions’ availability and performance, with rich insights to help you analyze trends and statistics so that you can make better business decisions.

Prognosis can support a number of platforms. Commonly supported platforms include:

Microsoft
Cisco
Polycom
Avaya
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