RealCareRemote and RealCare StressTesting Services

In a continuing effort to broaden our service offerings and thereby better meet the needs of our customers, Intervoice, Inc. has partnered with Interactive Quality Services (of Minneapolis, Minnesota) to create RealCareRemote and RealCare StressTesting. These cost-effective and easily implemented services provide "customer peace of mind" by proactively evaluating system readiness, identifying current or potential problems before they severely disrupt customer business. Gone is the day of relying solely on reactive maintenance practices-today's Intervoice RealCare is leading the way in providing the 'World Class' support our customers have come to expect.

Both RealCareRemote and StressTesting prove the end-to-end capability of the call automation environment. Test calls are placed through the public telephone network-just like a typical customer with real telephone calls. Inputs can be either touch-tone or voice.

StressTesting
StressTesting is most often utilized by our customers as part of a new system implementation or after a major modification to a system application. As the IQS slogan reads, "Test your systems with us, not your customers". Menu choices, account number entries and other inputs are made in response to system prompts. Response times are measured and stored for each test call. Total call volume is dependent on the number of available system ports, but averages in the thousands, with the desire of observing how the system handles peak traffic loads. The final test report provides a complete view of the system's performance and includes example .wav files of test calls so the customer can hear what actually occurred during the test.

RealCareRemote
RealCareRemote is structured to test the customer's system as frequently as required to verify its constant availability-once or several times an hour, 24 hours a day, seven days a week. If a system error is encountered during a test call, RealCareRemote services capture relevant information and identify the error condition. Customers are provided error notifications via telephone call, numeric page, e-mail, or a combination of these methods. Weekly reports, provide a graphical summary of all test calls, including an analysis of system availability, a detailed description of any error conditions encountered and associated error notifications. These reports help the customer track, measure, and evaluate the general performance and availability of their system and identify problem trends. The fact that nearly 100% of our RealCareRemote customers renew this service each year, says much about the value of this program.

For the Intervoice customer, our enhanced network and voice-enabled products are not simply 'nice to have', they are totally necessary in meeting the information demands of their client base. Our customers want any system down-time to be substantially eliminated, with current or potential problems identified expeditiously. RealCareRemote and StressTesting play a significant role in meeting that customer expectation.

RealCareRemote and RealCare StressTesting - real solutions -- real results.

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