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80% of users don’t bother to report a problem.

They just quit.

Our owl flies over your systems and platforms offering you a complete 360º view of their day-to-day operation and consistency. One by one, carry out the steps users take to meet their goals, check on technical conflicts, verify expected automated responses (IVR reaction, sending SMS, mail, WhatsApps, return calls …) and confirm the right pathway to agents and its correct identification.

Creates Routes

Build exact paths, sequentially and step-by-step, the same way a user would do in real life.

Omnichannel

It permits an end-to-end evaluation across all channels. Check a website, browse and interact with it, write text, wait, make and answer calls, recognise voice and IVR behaviour, send and ensure the reception of SMS, emails, codes, check the agent has been routed correctly…

Sets up audits

Execute users routes either on their own or in groups, evaluating the behaviour and reactions of the digital, voice and agent systems.

Recordings

Winking Owl has the option of recording audits from the user’s perspective, creating an supply of audiovisual material that eases communication between teams and keeps records of improvements.

Planning: Calendars

Our owl is completely independent. He works perfectly while you attend to the tasks that really matter. You just have to specify when and how you want it.

Inform

Give me data and I’ll move the world. Create customisable commercial reports ready for your presentations. Business intelligence associate. Access a dashboard that shows how successfully routes have been completed, information on where errors are happening, their frequency and evolution.

Alerts

Classify error types and design your alerts. Leave your main activity only when there is a priority problem. No news is good news!

The App

Access accurate real-time information on your company’s performance from anywhere in the world.

Detects Errors

Uses deep learning artificial intelligence to identify anomalies or unusual behaviours in the experience across your channels, anticipating any errors.

After and Before Winking Owl

With Winking Owl

Find out about things as they happen.

Reliable indicators for decision-making.

Real-time insights and information on users’ actual experiences.

End-to-end analysis of user journeys.

Discover errors and repair them immediately.

A team fully dedicated to their relevant tasks.

Stable systems guaranteeing user experiences.

Customisable reporting of critical errors .

Before Winking Owl

Becoming aware of errors after they affect the company.

Relying on intuition, guessing bugs & glitches, leading to profit declines.

Running internal system evaluations in controlled environments.

Partial and isolated channels analysis

Build-up of incidents.

The team has to locate and fix errors.

Frustrated users with high drop-out rates.

Constant concern and presumption that systems fail.

Are we missing something?

If there’s something you need, just give us a wink and we’ll get to work.