At an internal Sabio meeting today, we focused on the value of Sabio's very own Monitoring as a Service (MaaS) product.
The main discussion area was focused on driving forwards the value of the Core MaaS product for customers and prospects. It was fully agreed by all that Sabio Core MaaS should be focused in the following areas:
- Automated alarms to the Sabio Service Centre with Sabio technical response.
- A contracted SLA of 30 minutes to notify the customer of the alarm.
- Early identification of alarms or degradation to prevent outages.
- Where a failure has already occurred, provide notification and technical information to the Sabio Service Centre so that Sabio Support can resolve the incident quickly (reduce MTTR).
- Focus on the key incident hotspots we have identified over many years of supporting sophisticated contact centre environments.
Through trend analysis, one of the most critical hotpots is Verint voice recording; specifically when the customer is completely unaware that the process of actual voice recording has stopped.
It is more often the case that the customer identifies that recording has stopped when there is a requirement to replay a high profile call which cannot be found. The server and system lights were all green, the core system resources were available but for some unknown reason recording had stopped.
Traditional monitoring solutions would not have identified that recording had stopped because they focus on the high level "system availability" metrics.
To combat this, Sabio has developed a series of robust MaaS checks to look beyond just the high level system components and resources and focus on the core application metrics which indicate a healthy recording platform.
Should calls not be recorded for any reason, Sabio MaaS will provide the automated notification and Sabio Support will respond with the highest levels of skills and capability.
At this point the focus will be to restore voice recording services, but MaaS will have collected a snapshot of the environment at the time of failure to help Sabio Support prevent future re-occurrence.
Overall the outcome of the meeting is to ensure Core MaaS monitoring is available to customers and prospects looking to know about the unknown.
More on Maas in the coming weeks.
