AUDITING SERVICES
Services
Business Audits – E.g. Is the business process efficient?
Contact Center Audits – E.g. Where are customers stuck in the call flow?
Application Audits – E.g. Which application is not working as expected?
Server Audits – E.g. Why does this process crash?
Virtualisation Audits – E.g. Is there over CPU commitment?
Database Audits – E.g. Which queries are slow?
Network Audits – E.g. What is causing the Voice Quality loss?
Storage Audits – E.g. Are my processed delayed by disks?
Six Sigma
Big Data & Data Mining
Contact Flow Analysis
How many menus?
How many announcements?
How many options?
Barge in?
Total duration?
…
High Level Call Flow Analysis
Unclear value from software investments:
Lack of visibility
Cannot measure business impact of changes
Unable to use data to drive innovation
…
First Call Resolution
The average customer case is resolved with 3 calls but some customers call up to 46 times
Communication Analysis
Why does this process hang?
Why does it crash?
How many threads?
How much memory?
…
Call Routing Analysis
Network Analysis
Server Analysis
Scalability Analysis
Modelling of Media Streaming Server
CPU MS = 1% x Parellel Calls
Simple formula allows management to estimate scalability and right size the environment
Media Server is roughly 10x oversized hence costs can be reduced substantially
Audit Overview
Six Sigma Audit
Want to learn more?
© 2021 LVS Consulting