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How does Touch provide real-time, proactive service assurance for you?

Proactive service assurance

Providing continuous service assurance for call recording as a service is essential. At Touch, we maintain and assure the complete value-chain for the Touch Call Recording Service with active, real-time continuous performance monitoring. How do we deliver continuous assurance?

Proactive service performance and quality monitoring are essential for the successful delivery of any managed service. They ensure that the best possible quality levels are maintained, 24x7, and that organisations can meet SLAs and deliver on their customer promises. As a provider of managed services, we treat service assurance with the utmost responsibility.

That’s why, in order to meet our own customer obligations, Touch maintains and assures the complete value-chain for the Touch Call Recording Service with active, real-time continuous performance monitoring. To achieve this, we have invested in advanced monitoring and surveillance centres, which are designed to ensure that our customers receive the highest levels of service uptime and quality.

Touch Operations Centre monitors both the Touch Call Recording service as well as the production system.

We provide 24x7, continuous monitoring for our services. Any errors – or other issues beyond our control, such as a telecoms network problem – are instantly shown as an alarm on our operations dashboard. Critical errors are reported via SMS or email.

Our tool, MonitorAPM, is used to constantly monitor and maintain the Touch Call Recording Service, which ensures that our customers receive the highest possible quality of service, without interruption or error.

MonitorAPM helps us to maintain complete visibility into, and control of, Touch Call Recording Service on an end-to-end basis. Call recordings and their sources are monitored based on a set of customisable business rules. If recordings are not recorded as defined by pre-set business rules, an alarm is instantly sent to our operations centre, alerting our team to any potential issues and enabling rapid resolution.

The monitoring also extends to the networks of different mobile operators and their messaging systems. This means that in-house PBX systems, chat and messenger services, as well as contact centres are also tested through this process. We are able to detect and capture errors and provide actionable data to our customers, informing them of process issues or inconsistencies within their own networks so that they can diagnose issues with their solutions and take the appropriate remedial action.

touch service assurance blog

Of course, an incident does not necessarily mean that an error has occurred, rather some issue has triggered the strict business rules implemented, and so may need an operator’s attention. In this way, Touch can proactively find issues not reported by the production system or errors that occur outside the reach of our Nagios system, such as in an operator’s network.

As a result of our investments, our advanced proactive service uptime management capabilities provide customers of Touch Call Recording Service with peace of mind. We proactively monitor our own service quality and resources, end-to-end, on a 24/7 basis, ensuring that you receive guaranteed uptime and optimum performance and service quality. We take care of this on behalf of our customers, which allows them to focus on meeting their business goals, rather than firefighting their own call recording system.

It’s all part of our managed service offer – being proactive is written in our DNA! When you choose Touch, you receive more than a recording service – you get a service that’s fully assured and backed by the right tools to ensure the best performance. If you would like to know more, please get in touch.

Written on 23 October 2019
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