Global Monitor Service

 

Global Monitor Service

If Workforce Optimization is critical to your business success, you need Global Monitor.

Global Monitor

Intelligent alarming for your WFO environment.
Improve uptime throughout your entire contact center with Global Monitor - the only service that verifies your Verint & Avaya Workforce Optimization applications are operating optimally.


Engineered with the Verint & Avaya WFO community in mind.

Enlist Global Monitor to protect your Avaya WFO & Verint Impact 360 investment with experienced WFO technicians to monitor dozens of key WFO-specific metrics that influence revenue and customer service efforts.

With more than 15 years of contact center experience, we understand the impact your WFO applications have on your contact center operations. That’s why we’ve created Global Monitor as the first and only intelligence service specifically for the Verint and Avaya WFO community.  With the Global Monitor service, you’ll always have the insight into how your entire system is performing - an imperative asset to streamlining workforce efficiency, meeting service level requirements, and improving customer service levels. As a comprehensive service that is preconfigured to monitor, detect, and alert on all critical and functional aspects of your Recording, QM, Speech & DPA solutions and system health, Global Monitor also prevents hyper alarming, ensuring your IT team stays efficient and has the ability to focus on only impactful issues.

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Watch how Global Monitor works
  •  Real-time Dashboard - Global Monitor’s online dashboard puts key information at your fingertips. Displaying metrics, issues and current application status, the Dashboard is ideal for display in your NOC or on any internet-connected device.
  • Smart Alerts - Alerts are classified by criticality, based on customer preferences, to notify on urgent issues affecting current uptime and performance, as well as highlight trends stemming from these applications. You choose when you’re alerted and how (text, call or email). Alerts are designed to be further optimized during deployment for your unique customer environment.

No other service offers this level of application intelligence.

Primary analysis is combined with live secondary analysis from event handlers and technicians with extensive contact center technology experience to ensure all impactful issues and negative trends are reported to the customer effectively.
Rest assured your data is secure. Only metrics surrounding the data is collected. No proprietary data, including data and voice files, is ever collected and your team is alerted of critical issues within minutes.


A service for any size contact center.

Global Monitor is offered in three different tiers to address the budget and service level expectations of virtually any size organization and contact center environment. Whether you are an SMB or a large enterprise, you can equally benefit from the same 24/7/365 monitoring and alerting service, while having the ability to choose from tiers that wrap indispensable additional value, which ultimately improves your business operations.


Sample application and system monitors.

As part of the Global Monitor service, Adtech Global continuously adjusts the monitor thresholds, aspects monitored and specifics based on new discoveries from your environment, team and trends. 

Verint & Avaya WFO Performance
  • Preventative Alerts:
  • Calls are not continuously recording
  • Application modules are not functioning
  • System is overloaded
  • Recording archiving fails
  • Recordings exceed license limit
  • Problems Found Alerts:
  • Validate appropriate recording length
  • Desktop recording is not functioning
  • Voice card failure
  • CTI adapters fail
  • Recordings are not being processed adequately


“It was quickly evident that Global Monitor has huge potential for us. The greatest value is the solution’s ability to identify issues before they impact our service.” Tim Gafford Director of IT Infratstructure Medco Health Solutions, Inc.
“The Adtech Global remote admin training team was great and we can now administer the system and manage our supervisors effectively.” Michelle Medeiros Senior Call Center Engineer RBS Network Service Delivery Rhode Island USA
"With Adtech Global’s vast experience and knowledge on the Verint platform, our organization received exceptional WFM training."  Elizabeth Plaza Supervisor, WFM SWBC Texas USA
Not only was Adtech Global helpful prior to training and during training, but their quick turnaround time and dedication to the entire project was especially helpful. Racheal Bell Technical Project Manager Avaya Professional Services USA
“Adtech Global’s patient and friendly instructors provided “education” vs “training” and equipped our team with knowledge we can apply in the contact center daily.” Ambrosia Belville Workforce Analyst McKesson San Francisco, CA USA
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FAQs

  • How do I know my Workforce Optimization investment is secure and working optimally with Global Monitor?

    With Global Monitor, your support team is augmented with trained Workforce Optimization experts from Adtech Global, a leader in contact center solutions for over 15 years. The service provides your technical team with 24x7x365 real-time monitoring and alerting, so that corrective or preventive efforts are taken timely and based on actionable intelligence, ultimately improving your business continuity.

  • Why should I choose Adtech Global to monitor my Verint or Avaya WFO applications?

    Global Monitor is the only Verint & Avaya WFO application-specific monitoring service. With Adtech Global serving as a Verint services partner and master distributor for over 15 years, the Global Monitor platform was developed by experts who possess an unparalleled knowledge of WFO technology. We leveraged over 100 years of combined experience on these particular software suites to develop a service offering aimed specifically at alleviating the most business-impacting issues related to these applications.

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