Often calls aren’t tracked until they reach an ACD queue (holding for Agent answer.)

Using our SilentPartner® Portal, we have been tracking calls from Cradle to Grave since 1990. We can pick-up toll-free calls in the Long Distance network and stay with them until the caller terminates the connection...even after multiple transfers. Wherever the caller travels, we track.

We capture and record both DTMF (touchtone) and voice input, getting a complete picture of Interactive Voice Response input, as well as all the caller-agent communications. Our IVR Diagnostics document the relationships between IVR selections and Caller requests communicated when agents answer.

We can also show the types and frequencies of IVR input errors, caller premature bail-outs, and input short-circuiting: when callers make selections to circumvent long queues.