Proactive performance monitoring across the contact center enables companies to predict issues and preempt any customer impact. This methodology not only assures a great experience, but also generates significant cost savings. For example, a major international telecommunications company saved almost one million dollars by decreasing the time spent troubleshooting problems. Additionally, a U.S. brokerage firm saved nearly $400,000 by avoiding additional agent talk time due to voice quality issues.
As the world goes mobile, more and more customer interactions are coming over wireless networks. At the same time, many contact centers are leveraging WiFi, mobile, unified communications, and multi-service technologies to create exciting applications that forge stronger relationships with customers, integrate remote agents, and create new revenue opportunities.
Empirix and the Direct Marketing Association Join Forces for Unique Research
We all know mobile usage is increasing as mobile broadband, enhanced devices and new applications become available. But what implications does this have for the retailer and contact centres of the future, how will they respond and what does it mean for traditional channels like the high street? At the recent Empirix and Direct Marketing Association launch of the latest research, Professor Morris Pentel discussed in-depth this change in focus and how the mobile has become a crucial tool for today's shopper.
Service providers, enterprises and government institutions are all expanding and enhancing their networks to support growing customer demand and application utilization. The explosive use of smart phones has increased the need for services that support multiple modes of communication such as video, chat and voice from service providers. Maintaining high quality is extremely challenging as networks integrate IP elements and services during this rapid evolution.
The best way to ensure that new or upgraded systems or applications will be deployed - on-time and on-budget - is to perform automated testing prior to going live. By finding issues prior to deployment, you can ensure that your customers and system users will continue to have a quality experience. In this session, we will discuss how Hammer On-Call®, Empirix' hosted testing offering, can detect issues or bottlenecks across the entire contact center infrastructure. Learn how Hammer On-Call focuses on testing each contact center component, starting with your service provider's network and then validating the PBX/ACD systems and IVRs or voice portals handling the calls.
Determining when voice quality has degraded below acceptable levels can be difficult. VoIP is subject to the performance and behavior issues of IP networks (varying network traffic, packet delays, etc…). Therefore, voice quality problems can be intermittent making them very difficult to identify and troubleshoot. In this session you will learn how Empirix OneSight® Voice Quality Assurance Solutions – VQ Probes and VQ Inspector – can help you proactively solve voice quality issues in your network.
SBCs provide critical control functions to deliver high-quality and secure interactive communications that support voice, video and multimedia sessions across Internet Protocol (IP) network borders. By controlling and normalizing traffic, SBCs ensure optimal performance, reliability and quality for IP-based communications and services within UC, contact center and enterprise infrastructures.