Guardian - Automated CX Monitoring – Circle Consulting & Software

Major cloud-computing outages don’t occur very often – perhaps every year or two – but they do happen. A total failure is usually quickly identified and resolved. However, a degraded service is more sinister and could be affecting customers trying to reach your Contact Centre.

Guardian alerts you to the unknown and is an independent service offered by Circle Consulting & Software that’s powered by Cyara’s Pulse application. Guardian monitors the Customer Experience you’re delivering from the customer’s perspective, which gives you assurance that customer interactions are being reliably handled at every step of their journey, and across all channels.

No additional hardware or licensed software is required to provide real-time insights about how your cloud Contact Centre is performing which enables you to identify issues, troubleshoot problems, and ensure that you’re delivering the best possible experience to your customers every time.

Cloud computing allows complex systems to be rapidly developed and deployed on a global scale. This can create unique reliability risks. Cloud infrastructure providers are constantly developing product enhancements, patches and updates and deploying these into production on a regular basis to resolve issues, bring new features to market that allow customers to leverage scale and significantly improved development cycles.

Can you have complete confidence in your cloud Contact Centre solution when the provider of that solution may make changes without you being aware of them?

It all starts with the customer journey you’ve designed.

Cyara Pulse creates synthetic customer and agent interactions that follow that journey to test all your systems. Because Pulse interacts with your systems as a customer would, you aren’t testing individual pieces of technology, but rather the entire infrastructure serving the customer journey, including all the integration points, and the handoffs between systems.

This is the only way to accurately identify issues such as dropped connections, voice quality issues, web page failures, incorrect IVR prompts, inappropriate time of day routing, failing agent routing, and incorrect data passing – each of which is critical to get right when delivering a great Customer Experience.

As part of the Guardian service, Circle reviews your customer journey(s) and configures Pulse to repeatedly follow those journeys at specific intervals. Pulse reports on these synthetic journeys in detail, filtering by failed, satisfactory and successful tests, so you can zero in on issues that need to be addressed. With automated troubleshooting and alerting, you can identify – and isolate – the root cause of a failure, often before you customers experience it.

Download the Guardian Datasheet for further details in a print-ready format.