Item: Quantum Metric
Rating: 10
Author: Jose Araya

Use Cases and Deployment Scope

In Western Union different teams across the company have access to Quantum Metrics (for example Fraud Support, Webcare, Content team, etc.). In my department specifically, we use it in different ways since our team is in charge of overseeing part of the health of the websites/mobile apps. We use it mainly in two ways:

One of the ways we use QM is to have/create different dashboards to monitor the certain behavior of certain APIs or error codes, as well as to see statistics of website behavior in general.

The other and main way we usually use it is to give support to every day escalations that are sent to us either by customer service, another employee or the customer him/herself. We are able to see the exact behavior of the customer and the website and analyze the videos and logs to determine the exact issue that the customer/website is facing. It's really useful since sometimes there are issues that cannot be simply seen by checking logs and it helps us out with seeing it all from a customer/user perspective.

Overall, QM is an excellent tool that my team is very pleased to possess.

Pros and Cons

Provides clear video sessions of the customer interaction - Helps put your in the shoes of the customer
Provides clear step-by-step logs of behavior - Gives clarity on every single action made by the customer
Has a vast amount of filters - Gives a large sum of options to be able to pinpoint specific scenarios

There are some occasions where the sessions will not be recorded properly or it is very hard to see. (small font, not captured at all, etc)
It would be great if sessions 60+ days were available.

Return on Investment

It assists in one of the main goals of the company, which is being customer centric.
It has assisted in resolving issues that are sometimes only able to be seen be viewing the video replay of customers.
It helps handle/resolve escalations before SLA's are breached.

Support Rating

I give this a good 9 rating since every time a co-worker or I have had issues with QM, we either use the chat option on the QM site or send out an email and our concerns are usually addressed and fixed in a very timely manner. Very helpful indeed!

Key Insights

Do you think Quantum Metric delivers good value for the price?

Not sure

Are you happy with Quantum Metric's feature set?

Yes

Did Quantum Metric live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Quantum Metric go as expected?

I wasn't involved with the implementation phase

Would you buy Quantum Metric again?

Yes

Other Software Used

Splunk Enterprise, Adobe Analytics, Amplitude Analytics

Likelihood to Recommend

I believe that two of the best ways where Quantum Metrics is well suited is with monitoring and issue triage.

Monitoring: Quantum Metrics captures APIs very well and all types of detailed data properly adequately. This helps monitor the behavior of a certain platform or service to ensure that nothing is out of order.

Issue triage: Helps put a Quantum Metrics user in the shoes of the customer and analyze the issue faced by him/her, and afterwards, gives thorough visibility to engineering teams that analyze the session and/or logs of the same to assist in the resolution of the defect.

User friendly and extremely handy!

Overall Satisfaction with Quantum Metric