5
Automated production monitoring inside and outside the cloud
Because these automated use cases are such a basic but useful tool, this work must be able to be leveraged (not recreated) by operations staff for ongoing continuous monitoring of what is known as the “control case.” This “Proactive Automated Customer Experience” transaction will let companies measure the PACE of the production systems as a known and reliable use case. Executing
outside of corporate systems and environment provides additional perspective regarding carrier utilization, and the public network offers insight into how the cloud is delivering on its promise—specifically, if it’s causing any obstacles to customer satisfaction in terms of speed of access or availability.
Combined component and transaction-based monitoring
Vendors offer insight into how their individual components are functioning, but they don’t do a great job of mapping the interdependencies among the equipment handling the call, the equipment gathering the CTI data, and the routers getting information from or to third-
party networks. They also can’t accurately measure the user experience of those transactions, but this is, after all, the reason organizations deploy these solutions in the first place.
White Paper
Powered by FlippingBook