The health of contact center infrastructure is key to sustaining enterprises. Systems that are well show signs that customers’ calls are being answered promptly and their data is being screen-popped quickly ensures customer satisfaction, retention, sales and revenues. When there are technology health issues, and this happens to the best of solutions, early detection is needed to remedy the damaging conditions with minimal downtime and losses. No different than our own health.

 

Altitude Software is now offering a virtual checkup solution, Altitude Health Monitor. It helps keep contact centers’ infrastructure running by providing real time and historical data on overall system performance over user-friendly web interfaces and through e-mail and SMS notifications.

 

Altitude Health Monitor is what is known as a root cause analysis tool.

 

“This technology has the potential to massively improve business service performance and availability by dynamically determining the root cause of an underlying incident or problem versus today's requirement of manual collaboration across multiple application and infrastructure engineering groups,” according to a Gartner’s (News - Alert) report “Hype Cycle for Real-Time Infrastructure, 2009.” “If root cause can be dynamically determined, then corrective action can also be automated, thus improving service quality through shorter resolution time.”

 

Altitude Health Monitor’s value resides on the wide scope of specific Altitude uCI, Altitude vBox and contact center infrastructure metrics such as database performance, storage occupancy, the number of agents logged, trunk status and configuration changes. IT managers can define alarms over the monitored values and be notified through e-mail or mobile, accessing on-demand and timely information around the clock through a myriad of media channels.

 

The solution’s main benefits include immediate logging of major configuration changes and critical exceptions, quick drill down into details on the same time stamp, automatic parsing of log files, and logging of historical data for a better infrastructure planning, weekly summaries and monthly full reports.

 

By monitoring contact centers’ applications and communications infrastructure uninterruptedly, the Altitude Health Monitor may prevent costly system downtimes, and resulting high support costs including having to buy new solutions. It permits companies to act proactively on issues before they become problems; the information gathered can make the difference between a software upgrade and a rip-and-replace.

 

With this information firms can also recover faster from exceptions and quickly react to unplanned situations. The historical data enables companies to treat the infrastructure effectively (like when your physician asks you about your medical history) and supplies system status regardless of place and time.

 

 “We provide customers with Altitude Health Monitor to help them ensure the contact center will never be out of reach,” José Burnay da Fonseca, executive vice president, customer assistance at Altitude Software (News - Alert), said. “Based on this new Altitude solution, contact centers achieve full awareness of the system status 24/7 with automated solutions. Contact center staff will be able to anticipate and provide an effective answer to any operational issue. This is a great tool for businesses to assure high availability and to keep the contact center infrastructure running with optimized performance.”