Automated Call Agent
Automatic notification of duty engineers and managers in case of high priority incidents and issues in accordance with predefined rules/procedures/escalation matrix; it allows to avoid human errors minimizes incident breaches (SLA compliance), decreases cost of 24х7 services.
PaaS solution for automatic notification of duty engineers/managers by phone call, SMS, messengers in accordance with predefined rules/procedures in case of high priority incidents/issues.
- Improved event/incident management service by elimination of human errors
- Reduced 24х7 monitoring/Service Desk team efforts
- Performing a TOC call if a certain priority incident/alert notification is received (base functionality).
- SLA check notification for incidents in-progress
- Additional incident information sent by SMS notification
- Incident assignment group in SMS notification
- Call-escalation to a manager (coordinator) according to certain rules in case of TOC unavailability
- Incident storm handling
- Call confirmation by TOC- to ensure successful notification
- Outgoing Call Queue
- Reliable direct integration with ITSM or monitoring system using API and service account.
- Can be integrated via email in case of impossibility of integration via API.
- Flexible system configuration, use it simultaneously for various project streams.
- Individual voice notification depending on the project name
- Logging actions in the system. Information storage in the database
- Information security policies and user profiles (user has access to the permitted data only)
- Self-monitoring, solution support 24х7
- Statistics and reporting.
Incident/call information, adjustable reporting
24х7 solution support
In comparison with analogues
Can be easily customized for any customer requirements
Can be easy deployed in any public cloud or on-prem environment