VistaCX Assure

VistaCX Assure allows you to view production traffic analytics and VistaCX Watch synthetic traffic in the same system. By adding the group name dimension, you can compare production traffic with active testing traffic from VistaCX Watch. This helps you understand whether an issue appears in synthetic tests, real customer traffic, or both. Active validation confirms that critical journeys are working as expected, while production traffic shows what customers are actually experiencing.

VistaCX Assure provides visibility across vendors, cloud platforms, and CCaaS environments. Monitor KPIs by CCaaS provider, compare performance across platforms (Amazon Connect and Genesys), and track whether each environment is performing within expected thresholds and SLA limits. Customize VistaCX Assure by selecting the KPIs that matter most and extend analysis to agent experience with VistaCX Edge. Understand how each platform contributes to the overall customer experience.

Identify why CX issues happened. VistaCX Assure incorporates comprehensive journey data to detect failure patterns such as a failed deepfake analysis that caused a reroute, IVR frustration that led to customer drop-off, or a disconnect on the agent side. Gain end-to-end customer journey intelligence and see how failures are distributed across networks, platforms, and customer segments, focus on individual customers when needed, and identify root cause wherever it occurs across the journey.

Validate the performance of deepfake detection systems to ensure your deepfake platform is behaving as expected. VistaCX Assure monitors the number of flagged sessions and how they relate to failed journeys. Investigate whether deepfake-related problems are concentrated around a specific calling number or called number to identify whether a specific inbound line, business unit, or customer journey is being targeted.