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TelcoAlert IVR Monitoring

Customers expect your IVR, self service and call center applications to be online 24/7.
With TelcoAlert's IVR Monitoring service, you will be immediately notified if any issues are detected.

What Is TelcoAlert IVR Monitoring?

TelcoAlert's IVR Monitoring solution is a simple-to-use and cost-effective service that actively monitors your IVR and Call Center systems and will generate alerts when your systems are offline or not functioning correctly. Calls are generated remotely and access your system through the public telephone network, providing you real world, outside-in traffic and interaction that mimics what your customers would be doing. TelcoAlert's IVR Monitoring solution is a hosted service, which means that you do not have to purchase any hardware or software and no additional equipment is added to your infrastructure.

TelcoAlert interacts with your system using speech synthesis, DTMF tones and speech recognition technology. It measures and precisely reports what is actually delivered by your call center applications. Before you are notified, TelcoAlert triple checks your IVR using multiple telecom carriers to ensure that you do not receive false alerts.

TelcoAlert offers the most user-friendly IVR monitoring solution in the industry and you can be up and running in as little as five minutes!

Why Do I Need To Monitor My IVR?

Customers expect your IVR, self-service, and call center applications to be online 24/7 and when they go offline, it could be hours before the problem is corrected. This can lead to loss of business, angry customers, and increased telephone calls to your support lines. With TelcoAlert's IVR Monitoring service, your IVR will be tested every 15, 30, or 60 minutes and you will be immediately notified via email or text if any issue are detected.

 

Some examples of what IVR Monitoring can detect:

  • Whether your telephone circuit is down, busy, or not routing calls
  • Ensure that your IVR system is answering
  • Incorrect IVR messaging or high load/operator errors
  • Degraded voice/speech quality
  • Silence or large delays with your IVR
  • IVR menu tree navigation functionality
  • Dropped calls or system hangups
  • Whether IVR-related backend web calls are functioning correctly
  • Test text-to-speech functionality

 

How Does It Work?

TelcoAlert's IVR Monitoring solution makes real phone calls into your IVR or call center system and using DTMF navigation and speech-to-text technology, we will validate that your system is performing as expected based on the parameters you supply. If your line is BUSY or does not answer, you will be alerted. If your greeting changes or if any of the menu prompts do not provide the appropriate feedback, you will be notified. If the call is terminated prematurely, you will be notified.

Error conditions are triple checked using TelcoAlert's diverse multipath connectivity and geographically diverse data centers to ensure you do not receive false positives.

We offer a 14-day FREE TRIAL of our IVR monitoring service, which allows you to add up to three lines with no upfront payment.

When a new line is added, our system utilizes a unique "learning" mode that builds a database of keywords that are detected. Using our proprietary algorithms our system self tunes to ensure you get the most accurate monitoring available in the industry.


IVR Monitoring Plans and Features

Standard IVR Monitoring
  • Triple check on error to prevent false alerts
  • Advanced speech-to-text technology
  • On-demand and monthly automated reporting
  • 90 days of call history kept on file
  • Centralized web portal to add, delete, and manage numbers
  • Notification alerts via email or text
  • Tested every 15, 30, or 60 minutes
  • 14-day fully functional free trial
  • No setup fee
  • Alert on BUSY, NO ANSWER, or CONGESTION
  • Validate Initial Greeting (Up to 7 keywords)
Premium IVR Monitoring
  • Triple check on error to prevent false alerts
  • Advanced speech-to-text technology
  • On-demand and monthly automated reporting
  • Up to one year of call history kept on file
  • Centralized web portal to add, delete, and manage numbers
  • Notification alerts via email or text
  • Tested every 15, 30, or 60 minutes
  • 14-day fully functional free trial
  • No setup fee
  • Alert on BUSY, NO ANSWER, or CONGESTION
  • Validate Initial Greeting (Exact string matching)
  • Support for multiple initial greetings, such as office open and closed IVR messages
  • Navigate multiple IVR levels, validating each step
  • Enter account information or menu navigation via DTMF
  • Custom testing plans per line

start 14-day free trial