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Empirix Launches Monitoring, Management Solution for Cisco-based Contact Centers
[August 29, 2005]

Empirix Launches Monitoring, Management Solution for Cisco-based Contact Centers


Announced from San Diego, CA, this morning, Empirix now offers a monitoring and management solution designed for Cisco-based contact centers.
 
By DAVID R. BUTCHER, Assistant Editor, Customer Interaction Solutions
 
Empirix Inc., a provider of integrated testing and management solutions for Web and voice applications and VoIP networks, today announced its launch of a proactive monitoring and management solution specifically designed for Cisco IP Contact Center (IPCC) Enterprise Edition telephony environments.


  
This is the first solution of its kind, according to the company.

 
As this new offering expands the solutions which Empirix offers for Cisco environments, Empirix’s OneSight application management software now features monitoring profiles built for Cisco CallManager, the software-based call-processing component of the Cisco IP telephony solution. With its new profiles for Cisco CallManager, OneSight can now cover the entire Cisco IPCC Enterprise Edition environment, allowing enterprises that use Cisco's environment to now simultaneously monitor the health and availability of call center applications and the supporting infrastructure — from self-service through routing and CTI — in order to identify and resolve emerging problems before callers or agents are affected.
 
Proactive monitoring can help Cisco enterprise customers catch and repair infrastructure or application issues before they impact customer satisfaction or agent productivity, according to Tod Famous, product manager in Cisco’s customer contact business unit.
 
Using the integrated management solution, customer service executives and contact center/IT operations staff are able to proactively pinpoint and address customer-impacting issues hidden within their technology infrastructures. As Empirix notes, these issues were previously obscured in various “black boxes.” OneSight allows organizations to correlate the end-to-end caller experience with the health of each application component and its critical links to other telephony and data infrastructure. The OneSight offering is aimed at enabling customers to “more quickly identify and isolate probable causes of common technology issues,” issues such as the following:
  • IVR slowdowns or outages;
  • Misrouted or dropped calls;
  • Slow screen-pops; and
  • Poor sound quality.
How does this offering differ from traditional monitoring systems? According to Frank Moreno, Empirix Director of Product Marketing, OneSight’s difference lies in that it can pinpoint problems not only with individual devices and components, but also problems related to the connections among those components.
 
“Most problems we see under heavy call loads are rooted in connectivity and interoperability issues — so other monitoring tools that look at specific components are blind to them,” Moreno said in the company’s announcement. “OneSight was designed to measure what customers experience when they use a company's contact center systems.”
 
In addition to its prebuilt monitors for Cisco IPCC Enterprise Edition environments, Empirix offers monitoring solutions specifically designed for products from Nortel, Avaya, Concerto, Intervoice, Aspect, Nuance and Genesys.
 
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David R. Butcher is Assistant Editor of Customer Interaction Solutions. To see more articles by David Butcher, please visit: 
 

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