Overview

Cyara ResolveAX is a comprehensive solution designed to empower cloud contact centers by providing real-time monitoring, diagnosis, and resolution of issues that negatively impact live customer calls. It addresses environmental, behavioral, and technical performance issues that can degrade the quality of customer interactions. By offering system health checks, automatic alerts, non-technical troubleshooting guidance, and visual dashboards, ResolveAX enables contact center teams to swiftly identify and resolve problems that typically take agents offline, burden IT resources, and hinder an organization's ability to deliver flawless customer experiences.

Features and Capabilities

• Real-Time Agent Environment Monitoring: Continuously monitors agent environments to detect issues affecting call quality, such as network instability or hardware malfunctions.
• System Health Checks: Performs regular assessments of system components to ensure optimal performance and early detection of potential problems.
• Automatic Alerts: Sends immediate notifications to relevant personnel when issues are detected, facilitating prompt response and resolution.
• Non-Technical Troubleshooting Guidance: Provides easy-to-understand instructions for agents and supervisors to address common issues without requiring technical expertise.
• Visual Dashboards: Offers intuitive dashboards that display real-time and historical data, helping teams identify patterns and manage issues effectively.
• Actionable Call Data: Captures detailed information on call quality and connectivity, enabling faster root-cause analysis and resolution.
• Reduced Agent Downtime: By swiftly identifying and resolving issues, ResolveAX minimizes the time agents are unable to handle calls, enhancing productivity.
• Lower Mean-Time-to-Repair (MTTR): Streamlines the process of diagnosing and fixing problems, reducing the average time taken to resolve issues.
• Improved Customer Experience (CX): Ensures high-quality interactions by proactively managing factors that can negatively impact customer calls.
• Integration with Cloud Contact Centers: Seamlessly integrates with existing cloud-based contact center infrastructures, enhancing their capabilities without significant overhauls.