How Big Companies Solve IVR Problems Can Help You Solve Yours
September 15, 2011
By David Sims, TMCnet Contributing Editor
Want to hear about the sort of problems really successful businesses have? According to officials of South Africa’s ASG Performance Solutions, 1.8 million subscribers making 1.5 million calls a day represents a successful business with a big headache.
And yeah, even though companies big enough to have those kinds of problems can afford nice techie toys to help, it’s still a huge problem, because as ASG officials say, even with a best-in-class call center and interactive voice response system, “the sheer logistics of monitoring a system of this magnitude, and reporting at an operational and customer level, can be overwhelming.”
What you need is the right system and processes in place, and that’s Molo Innovation and ASG Performance Solutions’ area of expertise. Molo officials say when the company was approached by one of its top clients in the telecommunications space to provide real-time monitoring and reporting for its IVR, “ASG was a logical partner to bring on board.”
So you can take their word for it: When all is said and done, “reporting should always be underpinned by an appropriate data tool and process.” This means in order to gather information about the status of various IVR systems, they explain, when it came to tackling the project for their top telecom customer, “each client IVR node needed a data gathering application that would report activities on each IVR system to a centralized monitoring server.”
The server would then feed the data into a specially configured MySQL database, which stored procedures, then updated aggregations of existing data, which the ASG dashboards would use as a data source.
As a result of the partnership between Molo and ASG, the client can now, “for the first time,” ASG officials say, “get meaningful real-time business intelligence at a glance.”
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Jennifer Russell