Why Availability and Monitoring are critical for Contact Centers

Why Availability and Monitoring are critical for Contact Centers

It was a typical Monday morning—until it wasn’t.
On October 20, 2025, millions of customers around the world suddenly found themselves stuck. They tried to call support lines, open apps, or ask their virtual assistants for help… and got nothing.

Behind the scenes, a major AWS outage had taken down critical systems across industries. For contact centers, it was chaos: queues froze, calls dropped, and automation flows stopped mid-conversation.

In that moment, one truth became painfully clear—if your contact center isn’t available, your connection with customers disappears.

Why availability is critical

Contact center outages can be devastating. When customers can’t reach you at critical moments, the financial, reputational, and regulatory consequences can be enormous.

Last week’s Amazon outage showed just how vital availability is. It’s not enough to simply monitor your systems to ensure they’re online—availability must be built into a complete business continuity plan.

That’s where Bespoken’s monitoring plays a key role. It’s easy to set up and configure, highly available, and geographically redundant—making it an essential piece of your overall continuity and reliability strategy.

What is Monitoring ?

Monitoring goes beyond checking if systems are “up.” It’s about continuously validating that your contact center is actually performing as expected from the customer’s point of view.

Traditional monitoring tools track infrastructure metrics like CPU, memory, or server uptime. Bespoken, however, focuses on the end-to-end customer experience—verifying that your IVRs, chatbots, and voice assistants respond correctly and deliver the intended flow.

This means you can detect real issues before your customers do, ensuring uninterrupted service and consistent performance across every channel.

Monitoring in 5 Minutes

Bespoken AI Monitoring is built on our industry-leading functional testing technology. Setting it up is incredibly fast—just point, type, and validate. In only a minute or two, your first test can be live.

Once the test is ready, enabling monitoring takes just one click. Choose how often it should run and how you want to receive alerts (SMS, Email, Webhook, and more).

With Bespoken Monitoring in place, you’ll be the first to know when an outage or performance issue arises. And because it’s cloud-based, redundant, and reliable, it fits seamlessly into your high-availability (HA) and business continuity plans.

Start monitoring today

See Bespoken Monitoring in action.
👉   Start a free trial  to experience it yourself, or schedule a demo  to explore how automated monitoring can keep your contact center always available.