Ensuring Hosted Solution Performance

摘要

How do you ensure that your hosted or SaaS solutions perform as well as on-premises-installed applications so that your agents can provide quick, accurate and seamless service to customers? Knoa Softwares (www.knoa.com ) VCEM Virtual/ Cloud Experience Manager (VCEM) could fit the bill. VCEM monitors and manages agent and supervisor experience in using enterprise-scaled products such as CRM, e-learning, routing and workforce and knowledge management.rnOne of its features is dynamic base-lining by which it tracks metrics such as response times and system and user errors when they vary over time and compares them to typical norms.