Nu Echo expands services with Mirador IVR app monitoring


It appears Montreal-based Nu Echo has been quite busy since last summer when I caught up with CEO Yves Normandin. The Canadian company, mostly known for its IVR design and speech application expertise, continues to leverage and build upon its highly robust NuBot Automated IVR Testing Platform in the cloud. Its latest service offering is called Mirador IVR Application Monitoring, a fully automated service to periodically call into an IVR app — DTMF or speech — to determine if there are any problems.

The service has the usual features commonly found in other monitoring solutions: email (or SMS) notification, scheduling, and reporting. But Nu Echo sweetens the deal with Mirador by offering a 60-day free, no strings attached trial by just signing up on its website. No upfront cost, no new hardware, no new software — not a bad deal for cost conscious companies these days.

It’s a much more elegant monitoring solution than designating a poor soul to dial the IVR every morning before he (or she) drives to the office. (Believe me, I have known companies that did this…)

Check out the press release:

Montreal, QC (PRWEB) February 8, 2011

Nu Echo, creator of the NuBot Automated IVR Testing Platform, is introducing Mirador, an IVR Monitoring Service that makes sure your speech or Touch-Tone IVR systems are up and running and provide the user experience you expect.

Mirador continuously calls your IVR applications at regular intervals and simulates callers going through various application transactions, providing real-time notifications of performance degradations or system failures, as well as periodic reports detailing the system’s performance over time. Because this is all done remotely from our hosted platform, there is nothing to install at the IVR premises and there is no need to modify the IVR applications.

Using the NuBot Automated IVR Testing Platform as its core foundation, the Mirador Service provides an IVR monitoring solution that goes beyond the simple detection and reporting of outages. Indeed, Mirador features a rich set of report metrics that highlight performance degradation of the monitored IVR systems. These not only include call setup failures and unexpected response delays but also transaction failures or unusual call durations. This is important since the fact that a system responds to call does not necessarily imply that all of its functions are working correctly.

Today’s IVR systems often involve complex, distributed architectures with multiple components (toll-free providers, telephony interfaces, networks, databases, back-end interfaces, etc), any of which is subject to failures and/or degradation. The only reliable way of verifying that the systems as a whole perform as expected is by relying on continuous end-to-end monitoring. This is exactly what Mirador does when it places calls to the monitored system and goes through various application transactions in order to verify that it performs as expected.

One of the ways in which Mirador distinguishes itself from less sophisticated IVR monitoring solutions is its use of advanced speech recognition technology to recognize and understand prompts played by the IVR system. This enables it to closely simulate a human going through various application paths and detect problems that might otherwise go unnoticed.

Sam Aparicio, CEO of Ringio, says: “Mirador’s ability to detect even minor degradations is very important because it makes it possible to take prompt action upon notification and therefore avoid that a small problem degrades into a much more serious one if nothing is done.”

After receiving alarms, users can review call detail records (CDRs) of the calls that generated alarms, for instance to find out when these calls occurred, what their actual status and duration was, and so on. Users can even listen to the complete call recordings in order to better understand the problem and what might have caused it.

In addition to sending alarms when it detects problems, Mirador also provides an extensive range of reports that enable you to understand how your systems perform over time. Reports are not only available as email messages but also remotely through your web browser or as PDF format, on a daily, weekly, monthly, and yearly basis.

Mirador is available now with a range of flexible options. It is also available as a free trial. For more information about Mirador, visit http://www.nuecho.com/mirador.

About Nu Echo

Nu Echo develops high performance speech recognition applications and development tools. Building on two decades of expertise in speech recognition application development, Nu Echo is uniquely equipped to deliver applications and tools that simply work better. The company also provides a full range of professional services, including grammar development and tuning, speech application testing, and consulting. For more information, please visit http://www.nuecho.com.

About NuBot

NuBot is an Automated IVR Testing Platform that has been designed to address key limitations of existing testing solutions. With NuBot, no programming skills are required in order to quickly and easily develop a wide variety of test scenarios, even for large and complex applications and a fully integrated suite of analysis tools are available to facilitate diagnosis of test failures. For more information about NuBot, please visit http://www.nuecho.com/nubot.

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