Your business’ tech stack is like a car engine, with many moving parts that all play a critical role in driving your success. Just as an engine will fail to run properly if even a single belt is out of place, a single defect in your infrastructure can make it impossible for your business to operate seamlessly. When you leverage a testing and monitoring solution, you can mitigate potential risks to your system performance and ensure every component is working exactly as designed.
Monitor your CX performance across all channels, quickly identify defects, and accelerate issue resolution with Cyara Pulse.
But, while there are many different monitoring solutions on the market, not every tool is built for the same purpose. In the same way you wouldn’t ask a plumber to fix your car engine, you shouldn’t use a backend, IT operations monitoring tool to gauge the quality of your contact center applications.
Whereas application monitoring software tools are built to monitor code between tech systems and business applications, Cyara Pulse specifically monitors your active, real-time customer interactions across voice, chat, and email channels.
Types of Monitoring Software
At first glance, it can be easy to assume all monitoring software solutions will solve the same problems. However, upon a deeper look, the differences become clear quickly.
Any enterprise organization uses a wide range of applications, littered throughout various departments and team members. While some tools stretch across the entire organization, such as for communication, other systems are purpose-built for specific facets of your team, such as for IT, product design, and marketing. Though these tools may even appear similar at face value, they are designed to target specific use cases. And the same is true of monitoring software solutions.
Application Monitoring Solutions: Gain Insights into Application and Infrastructure Issues
An application performance monitoring (APM) tool is a software solution that tracks and identifies application performance issues before users are impacted. With this type of tool, your IT and support teams can monitor and manage the relationship between the tech systems and applications your business uses. By tracking performance, your teams gain visibility and real-time insights into application health, potential bottlenecks, and areas for improvement.
Generally, these solutions allow you to:
- Measure system metrics such as response time, resource usage, throughput, and latency.
- Optimize application performance.
- Accelerate troubleshooting and root-cause analysis when issues occur in your applications.
Use cases: APM tools are typically geared toward IT operations and provide real-time insights for businesses looking to monitor and optimize digital application performance. They are used to valuate your digital applications’ health and performance.
Limitations: APM tools cannot monitor call quality, uptime, and IVR response times. Instead, these tools are designed for broader application monitoring that spans infrastructure, microservices, and user interactions, especially within IT operations.
Incident Management Solutions: Overcome Disruptions
An incident management solution is used to help organizations streamline the processes of identifying, responding to, and resolving disruptions or incidents that negatively impact services and operations. Whenever an organization suffers an incident, it’s critical to restore service as quickly as possible to avoid damaging risks and understand the root cause, so you can prevent future recurrences.
Typically, incident management solutions are designed to help you:
- Respond faster to critical incidents.
- Improve collaboration between teams involved in incident resolution.
- Enhance visibility into service performance and potential issues.
- Reduce impact on business operations.
Use cases: Incident management solutions are used to overcome a range of incidents, such as IT service disruptions, security incidents, and operational issues. With this type of solution, you can identify recurring issues that impact your business’ service and empower your teams to resolve issues faster and more efficiently than with manual processes.
Cyara Pulse: Provides Real-Time CX Monitoring
By contrast, Cyara Pulse primarily focuses on CX monitoring and customer journey validation. Where APM tools offer broader application performance monitoring, Pulse ensures contact center systems, IVRs, and customer communication platforms (such as voice, chat, and email) perform reliably, so you can deliver high-quality customer experiences. With active, real-time monitoring, Pulse provides a customer-centric view of your various communication channels, so you can understand how your CX is performing from every perspective.
With Pulse, you can:
- Validate your contact center applications (e.g., IVRs and chatbots) are performing as intended.
- Monitor call quality, routing, and availability.
- Simulate real-world customer interactions, empowering you to identify and address potential CX issues before customers are affected in the live environment.
- Assure end-to-end CX assurance, specifically for your contact centers.
Use cases: As a CX monitoring solution, Pulse verifies your contact centers are ready to handle customer queries without any service disruption. This includes validating customer-facing systems and continuously monitoring aspects such as call quality, uptime, and IVR response times.
Deliver High-Quality CX with Pulse
When it comes to delivering high-quality customer interactions, application monitoring solutions simply aren’t equipped to help you reach your goals. That’s where Cyara Pulse comes in.
Customer satisfaction is key to ensuring your business’ long-term success, and even a single issue in the live environment can drive sales away before you’re aware that a defect is present. Pulse provides real-time, continuous visibility into your CX performance so you can be confident your CX channels are always working as intended.
Pulse automatically monitors interactions from both the agent and customer perspective by simulating real-world customer scenarios. These generated interactions mimic customer behavior, enabling you to better understand how well your CX channels are performing, without exposing real customers to potential issues. If an issue does occur, your team will receive an automated alert with data-driven insights. Then, your teams can accelerate troubleshooting and issue remediation processes, mitigating risk of downtime, outages, and compliance risks that threaten your revenue and customer satisfaction.
Choose the Right Monitoring Solution for Your Needs
Thorough and continuous monitoring is the only way to ensure your systems are always working as designed. But you must be sure you’re leveraging the right tools to meet your specific goals and use cases. For businesses looking to develop exceptional customer interactions, an application monitoring tool won’t be of any use. Instead, you need an automated CX monitoring solution like Cyara Pulse.
Leading global brands have made significant improvements to their CX offerings with Cyara’s comprehensive, end-to-end AI-Led CX Transformation Platform. Our solutions empower you to optimize CX across all channels including voice, chat, video, and conversational AI.
As part of our extensive CX assurance platform, Pulse allows you to:
- Monitor the most critical aspects of your CX from a centralized dashboard.
- Accelerate mean-time-to-repair and troubleshooting processes.
- Improve customer satisfaction and loyalty.
You can’t afford to let CX defects slip through the cracks any longer. Contact us to schedule a personalized demo and see how Pulse can improve your contact center operations or visit cyara.com to learn more.
