The Expansion of the Telephone | 1910s
Discover and Address Issues Before Your Customers Do
Traditional monitoring tools have critical blind spots - they can tell you a server is online, but not that a customer's call just failed in your IVR. HeartBeat acts as your Virtual Customer™, testing the entire journey, 24/7, from the outside-in, helping you minimize disruptions and maximize customer satisfaction.
The Financial Impact of a Single Outage
$5,600+
Average cost of IT downtime per minute, according to Gartner
$1M+
Reported hourly downtime cost for many large enterprises
50%+
of customers are likely to switch brands after a single negative experience
HeartBeat just saved my Monday morning.
We started getting alerts that our main IVR was down before we opened at 8 AM. Thankfully HeartBeat alerted us before a single customer was affected. Without that proactive alert, it would have been chaotic and costly start to the week.
- Director of Operations, Major US Retail Services Provider
Who HeartBeat is For
Contact Center Leaders
Ensure your agents are always available and that IVR or call routing issues aren't impacting your team's efficiency or your customers' satisfaction.
IT & DevOps Engineers
Move from reactive troubleshooting to proactive monitoring. Get immediate, detailed alerts that help you pinpoint and resolve infrastructure issues before they escalate.
CX & Product Leaders
Gain confidence that the customer journey you designed is being delivered flawlessly, 24/7. Use objective metrics to validate every step of the interaction.
Compliance & Security Officers
Automate the validation of required compliance disclosures in your IVR and proactively monitor for service outages that can indicate telephony fraud.
Platforms We Test
We monitor many of the world's largest communications deployments, around the clock.
and more...
Achieve True CX Confidence
Deploy with Confidence
Validate performance before, during, and after updates.
Handle Peak Traffic With Ease
Proactively test your system's limits to ensure stability during high-volume periods.
Reduce Downtime Impact
Identify and resolve issues with immediate alerts before they impact customers.
Maximize Customer Satisfaction
Ensure your communication channels are always available and performing flawlessly.
HeartBeat Features
Self-Service Portal
24 x 7 x 365 Monitoring
CX Assurance Reporting
UC & CC Uptime Metrics
Automated Interactions
Real-World Traffic Simulation
Discrete Testing Steps
Call Recording On Every Test
Document CX Standards
Automated Alerts
See Where Failures Happen
Incident Response Integration
Language Independent
Get Started in Minutes, Not Months
HeartBeat is designed for rapid deployment. Unlike traditional monitoring solutions that require deep system integration, HeartBeat tests from the outside-in, just like a real customer.
No VPNs or Network Access
We don't need access to your private network, eliminating complex security reviews and firewall configurations.
No PII or Sensitive Data
Our testing process never touches customer PII, simplifying your compliance and security posture.
No On-Premise Agents
As a cloud-native service, there is no software or hardware to install, manage, or maintain within your infrastructure.
No Lengthy Onboarding
Simply give us a publicly accessible endpoint, and HeartBeat can begin validating your customer experience in a matter of moments.
How It Works
1. Define Test Cases
Our expert solutions team works with you to define your Virtual Customer™ test call scenarios that validate your end-to-end customer interactions.
2. Setup Alerts and Schedule
Use the self-service portal to configure who receives alerts and how often tests should run—from once a day to several times an hour.
3. Be Notified Immediately
If a test call fails or takes longer than expected, HeartBeat instantly sends a notification via email, voice, webhook, or SMS, pinpointing the exact point of failure.
4. Rest Easy
With continuous 24/7 monitoring in place, you can be confident that your customer experience is performing as intended and that you'll be the first to know when it's isn't.
Use Cases
Businesses rely on HeartBeat to validate:
IVR & Self-Service Applications
Speech Recognition & TTS
Agent Screen Pop Data
Voice Quality Degradation
Conference Bridge Accessibility
PSTN Connectivity
Callback Scheduling
DTMF Navigation
Greeting Audio
Multilingual IVR Menus
Latency Thresholds
AI Agent Response Time
Account Lookups
Host Response Times
Observability Without End-to-End Testing?
Observability might show your system's internal health, but it can't see the actual customer journey.
Healthy Systems, Broken Workflows
Your system can show all green lights while a critical IVR logic error quietly blocks customers from reaching an agent.
Reactive Problem Solving
You're forced to wait for angry customer complaints to learn about outages, damaging your brand and trapping your team in a stressful, reactive support cycle.
Business Logic Blind Spots
You can confirm a routing service is online, but you can't validate that a VIP customer was routed to the correct agent queue, creating a massive business logic blind spot.