If you want to know what your customers experience when they use your self-service voice and web solutions, internal monitoring alone won't really tell you. Think about it - even if you have the very best internal monitoring systems in place:

• Do you need to know how your speech-based contact center and communications
  business solutions are performing?
• Do you ever wonder if your Freefone network providers are delivering calls?
• Have you received those Sunday night or Monday morning calls from management demanding answers about why a system went down or why customer complaints are up?
• When you go home for the weekend, do you worry that a problem might not be detected as quickly as it would be on a weekday?
  If you answered "yes" to any of these questions, there is an automated monitoring offering that could help. Remote Availability & Performance Monitoring (RAPM) of contact centre and communications solutions uses real single or multi-channel transactions (phone calls, browser sessions, faxes and emails) to ensure your self-service contact center and communications solutions are available and performing end-to-end as expected 24 x 7. Because RAPM transactions are generated remotely and interact with your technologies just like customers, this type of monitoring offers a holistic view of the performance of your integrated contact centre and communications solutions and lets you know if any part of the customer experience fails to meet your requirements.

If you would loke to find out more about how Remote Availability & Performance Monitoring would benefit you contact IT Solutions today.

"In 2009, the core search functionality of nGen Knowledgebase was enhanced with intelligent search capabilities, offering more relevant results for agents and customers. Advanced search tuning options now allows content administrators to define the search experience based on business requirements. The existing federated search was also expanded to include a broader set of content sources including forums, wikis, communities, and internal data sources," said Bob Peery, Director of Knowledgebase Product Management. "It is extremely rewarding to be recognized for our devotion to excellence and for delivering the industry's most innovative customer service knowledge base."

"I am pleased to honor nGenera CIM for its hard work and success. nGen Knowledgebase has demonstrated excellence in contact center technologies as well as providing ROI for the companies that use them," said Rich Tehrani, CEO, TMC. "For 12 years, Customer Interaction Solutions magazine has been honoring innovative companies for their contributions in advancing technologies and application refinements," he added.