Customer case

Customer case
Call Center Monitoring : VOICE - IVR - ACD - CTI
SCOPE
ARCHITECTURE
IVR report
IVR navigation
Real time monitoring of
Bouygues Telecom’s Contact
Center for Mobile Customers :
Daily report 25/3
Number of calls : 384
Number of fail calls : 6 (2%)
2
0800
Number of calls : 48
Number of fail calls : 0 (0%)
0981
Number of calls : 48
Number of fail calls : 0 (0%)
IVR / ACD
0981
Number of calls : 48
Number of fail calls : 1 (2%)
400 calls / day
0981
Number of calls : 48
Number of fail calls : 0 (0%)
0800
Number of calls : 48
Number of fail calls : 1 (2%)
0981
Number of calls : 48
Number of fail calls : 1 (2%)
09816
Number of calls : 48
Number of fail calls : 1 (2%)
09816
Number of calls : 48
Number of fail calls : 2 (4%)
Support QualiStream :
WAN
OPERATORS
Tel: 0 825 592 500
Email : [email protected]
Admin page : http://192.168.1.11:8081
Errors report
Script duration : 10 minutes, 15 seconds
0981 at 12h59
Call duration : 10 minutes, 15 seconds
Error : No received call
Monitoring
VOICE + IVR + ACD + CTI
AVAILABILITY
PERFORMANCE
Audio >> 0981660162, wav
1
INPUT
Voice call emission :
8 streams
0800XXXXXX
0981XXXXXX
QUALITY
INTEGRITY
List of calls made without errors
IPBX
3
0800 at 12h51
Call duration : 1 minutes, 7 seconds
0981 at 12h53
Call duration : 1 minutes, 11 seconds
Call termination by CTI
keyboard / mouse control
0981 at 12h54
Call duration : 1 minutes, 8 seconds
0981 at 12h55
Call duration : 1 minutes, 7 seconds
0800 at 12h57
Call duration : 1 minutes, 7 seconds
QualiStream Engine Voice & HID
(Human Interface Device) robot
0981 at 12h55
Call duration : 1 minutes, 6 seconds
0981 at 12h55
Call duration : 1 minutes, 6 seconds
Diagnosis
Diagnosis
General
report&and
General daily
daily report
errors
errorsreport
report
On-demand alerting
DASHBOARD VIEWS
On-demand alerting
SOLUTION
100% automated
Accurate alerting
Troubleshooting, with focus
on unknown incidents
Infrastructure / applictations
related issues
Time saving & ROI
TESTIMONIAL
« L’Assistance Technique pour les clients Bouygues Telecom Entreprises est accessible par
ou via
un portail
internet. Afin
de garantir
haut niveau
sur either
les accès
à notre
« téléphone
The technical
support
for Bouygues
Telecom
Mobileun
customers
cande
bequalité
accessed
by phone
or
centre
d’appels,
Bouygues
Telecom
Entreprises
s’appuie
en
particulier
sur
la
solution
de
supervision
via an Internet portal. In order to guarantee a high level of quality concerning our call center access,
de Qualistream.
Bouygues
Telecom relies on QualiStream’s dedicated Call Center monitoring solution.
Cette
solution
de générer
prèsEach
de 400
appels
de tests. Chaque
appel
This
solution
is permet
generating
around quotidiennement
400 test calls daily.
failed
call generates
an alarm
senten
by
échec
fait
l’objet
d’une
alerte
par
mail
avec
horodatage
(numéros
de
téléphone
impactés,
date
de
email with timestamped errors and recorded audio message joined. Being able to listen to recorded
l’échec)
et un isolates
messagethe
audio
joint
d’écouter
et d’isoler
le type
défaut rencontré
audio
stream
type
of permettant
encountered
errors le: flux
these
elements
helpdedetecting
rapidly :a
ces éléments permettent de détecter au plus vite un éventuel incident et de fournir à nos experts des
potential incident and provide to our experts with factual elements for its treatment and resolution.
éléments factuels utiles au traitement et à la résolution de l’incident.
Qualistream skills and its strong adaptation capacity allowed answering to Bouygues Telecom’s need.
La compétence de Qualistream et leur forte capacité d’adaptation ont permis de répondre au besoin
Up and running since several months, this solution has proved its accuracy and its stability. »
de Bouygues Telecom Entreprises. Opérationnelle depuis plusieurs mois, la solution a prouvé sa
pertinence et sa stabilité. »
Laurent Fourier, Market Campany Director / Operations Director
Laurent Fourier, Business Customers Department / Operations Manager
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QualiStream 2014 - All rights reserved