VistaCX Watch
Monitor every customer journey, 24/7
Catch CX issues before customers feel them, across voice, digital, AI agents and carriers
Real-time CX monitoring. Real-time response.
24/7 proactive monitoring of customer journeys for faster issue identification and resolution
VistaCX Watch (formerly VoiceWatch) proactively monitors customer journeys and voice paths across multi-vendor, omnichannel, multi-region CX environments. Alerts operations teams the moment a journey degrades, with correlated context CX teams need to find and fix root cause faster. Reduces the risk of downtime and ensure seamless customer journeys through a single pane of glass.
Key benefits and features
Reduce MTTR and downtime by 95%
Contact center downtime can cost enterprises thousands each minute. VistaCX Watch proactively identifies the performance gaps that trigger them.
Holistic end-to-end CX monitoring
VistaCX Watch monitors the functionality of individual CX components and overall CX environment performance from the PSTN to the IVR and AI agents.
Measure end-to-end user experience KPIs
View voice, SMS, and chatbot connection rates, voice quality scores, performance trends, and historical summary reports via a web interface.
Customize your CX monitoring
Set unique alert thresholds for your QA team, schedule test calls as frequently as every two minutes, and build your own monitoring test scripts.
Monitor AI agent journeys in production
Synthetic test calls run continuously against your live AI agents (every prompt, every handoff path) so drift or degradation is caught long before customers report it.
Acoustic fingerprinting
Verify IVR prompt accuracy and responsiveness with automated prompt validation built into each end-to-end monitoring test.
Use cases
- End-to-end customer journey assurance
- Real-time fraud and identity verification
- End-to-end CX service quality assurance
End-to-end customer journey assurance
Unlike traditional CX monitoring solutions, VistaCX Watch provides synthetic and real-world customer journey experience quality scoring across individual contact center components and the system as a whole: CCaaS, UCaaS, voice, and digital channels in real time. Identify performance gaps, connectivity issues, and downtime scenarios with 24/7 alerts for faster remediation and better customer experience.
End-to-end customer journey assurance
Unlike traditional CX monitoring solutions, VistaCX Watch provides synthetic and real-world customer journey experience quality scoring across individual contact center components and the system as a whole: CCaaS, UCaaS, voice, and digital channels in real time. Identify performance gaps, connectivity issues, and downtime scenarios with 24/7 alerts for faster remediation and better customer experience.
Real-time fraud and identity verification
Confirm that fraud and deepfake countermeasures are keeping your customer experience journeys secure and seamless, protecting user and account information without sacrificing speed, accuracy, or convenience. VistaCX Watch validates in production that these countermeasures continue to work as intended, without degrading the customer experience.
Real-time fraud and identity verification
Confirm that fraud and deepfake countermeasures are keeping your customer experience journeys secure and seamless, protecting user and account information without sacrificing speed, accuracy, or convenience. VistaCX Watch validates in production that these countermeasures continue to work as intended, without degrading the customer experience.
End-to-end CX service quality assurance
Gain 24/7, real-time transparency into user journey experience quality in enterprise-scale CX ecosystems. VistaCX Watch extends continuous monitoring across multi-region, multi-carrier, and multi-CCaaS environments to reduce the time and effort needed to find and fix CX performance issues, wherever they appear.
End-to-end CX service quality assurance
Gain 24/7, real-time transparency into user journey experience quality in enterprise-scale CX ecosystems. VistaCX Watch extends continuous monitoring across multi-region, multi-carrier, and multi-CCaaS environments to reduce the time and effort needed to find and fix CX performance issues, wherever they appear.
Related products
VistaCX Edge
Agent-side and last-mile experience monitoring across the desktop, network, and voice path
VistaCX Load
Simulate peak traffic and assure performance in voice, digital, and AI-agents
VistaCX Assure
Real-customer-journey assurance correlated with the underlying network, service, and application signals
Frequently asked questions
Everything you need to know about continuous CX monitoring and assurance through the 24/7 real-time monitoring delivered by VistaCX Watch.
Continuous CX monitoring is an essential part of modern CX environment maintenance. While contact center testing assures system, application, and component performance under specific conditions, they can typically only highlight performance issues that have already happened. CX monitoring offered by VistaCX Watch provides continuous, 24/7 assurance – pinpointing performance gaps the moment they appear to make finding and fixing them faster. This is especially important given that CX quality is now tied directly to business outcomes like revenue and customer retention.
VistaCX Watch is the evolution of VoiceWatch. Same product, same team, expanded capability – now part of the Infovista VistaCX portfolio for Enterprise CX Intelligence and powered by the VistAI agentic AI framework. Existing customers continue under their current contracts and receive the new capabilities through the modernized platform during 2026.
VistaCX Watch can be customized to automatically run CX environment monitoring test scripts for voice and digital channels as frequently as every two minutes. These prescheduled scripts collect performance information and compile it into historical summary reports. If any performance issue meets the definitions set in your custom-defined alert thresholds, specific users on your team will be notified by SMS and/or email for rapid response and repair.
Yes. VistaCX Watch runs synthetic test calls and digital interactions against live AI agents, chatbots, and IVR flows in production. Drift, latency, hand-off failures, and degraded prompts are caught before customers experience them. Results feed the same dashboard as voice and digital channel monitoring, so the AI agent layer is no longer a blind spot.
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Let's get in touch
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