Explore what application monitoring tools are and what they can do for your contact center software.

1. Reviewing & investigating all alarms issued by a native
monitoring system can consume up to
1,091 hours/month.
Intelligent monitoring systems help reduce
significant non-compliance fines.
*This represents WFO-related alerts only for a 1,000 agent, 100,000 call/month contact center.
Disclaimer: These estimates are based on a limited contact center polling size. Individual customer environments will differ based on agent
count,call volume, WFO version, etc.
Application Monitoring Tools
for Contact Center Software
With an application monitoring & alarming system that
employs purpose built intelligence, contact centers reduce
the time required to investigate actionable alarms to an
average of 8.81 hours/month.
Average downtime without
intelligent monitoring &
alarming
2+ Days
downtime for critical events that are
NOT detected by the native system.
1 Hour
downtime for critical events that
ARE detected.
Average downtime with
intelligent monitoring &
alarming
45 Minutes
downtime for critical events that
ARE detected.
45 minutes
downtime for critical events that are
NOT detected by the native system.
Through the effective delivery of pre-analyzed and
timely captured data, application downtime can be
reduced or mitigated almost entirely.
Benefits for the Contact Center
Using application and human intelligence,
monitoring and analyzing critical data
in real-time helps detect issues, predicts
futurefailuresandensurestheappropriate
resources can react timely to current or
pending situations.
Alarmfilteringnotonlyreducesthenumber
of alarms to a manageable level, but when
combined with actionable information (i.e.
potential root causes) your IT team has
the ability to focus on impactful issues to
resolve or prevent them.
Post-implementation calibration optimizes alarm frequency and thresholds to adjust the
monitoring engine to better suit one’s unique business needs and operating environment.
Potential savings of 1,081 man hours per month.
average cost of downtime across
organizations of all sizes in 2013
Average # of actionable alarms issued per month by an intelligent application monitoring system
Average # of critical disruptions detected per month by an intelligent application monitoring system
Average # of alerts raised in contact center/month*
Visit info.adtechglobal.com/blog to learn more Infographic created by:
Sources
http://www.paymentlawadvisor.com/2013/12/02/genesco-wins-one-loses-one-in-its-case-challenging-pci-dss-fines-and-assessments/
http://www.evolven.com/blog/downtime-outages-and-failures-understanding-their-true-costs.html
http://www.strategiccontact.com/articles/Contact-Center-Technology-Monitoring-Oct2012.pdf
About Adtech Global
Adtech Global delivers solutions to help businesses improve customer service operations and maximize workforce efficiency through cloud
and premise-based workforce optimization (WFO) software, customized hardware, and managed and professional services. As a Verint
partner, Adtech Global provides consulting, training, support and implementation services as well as actionable monitoring/alert services
and speech analytics consulting programs.
The average organization
employs 1-2 resources who
monitor and investigateWFO-
related alarms, if time permits.
These two people could spend
ALL of their time investigating
these alarms and still address
less than 30% of them.
Penalty for HIPAA non-compliance:
$100 to $50,000
per violation/record
A solution that provides real-time visibility
into functionality, health and performance
of all critical aspects of Recording,WFM, QM,
Speech & DPA applications.
What is intelligent application
monitoring and alarming?
A built in monitoring and alarming
system included with yourWFO software,
providing a large amount of symptomatic
or informational system alerts.
What is native application
monitoring and alarming?