Empirix OneSight Contact Center Monitoring Assure a great customer experience and optimize performance with end-to-end contact center monitoring. Empirix OneSight for Contact Center Monitoring provides a comprehensive, centralized view of multichannel contact center operations including voice response, queuing, and routing to agent desktop systems. It measures voice, video and data quality in a single solution. Empirix OneSight for Contact Center Monitoring is the only solution to combine passive and active monitoring techniques for proactively identifying problems before they impact customers. Empirix keeps contact centers performing at peak levels to boost customer satisfaction and protect against revenue leakage. Benefits Features Specifications Applications Provide a great customer experience, every time Predict issues before they impact customers Speed troubleshooting and reduce support costs Optimize performance to tightly control cost per call Realize the full value of technology investments End-to-end monitoring of complex IP-based contact centers SBCs and network edge devices Voice response, ACD, CTI, and routing Multichannel, web, and chat solutions Agent desktop, presence, CRM, and database connectivity Voice quality monitoring from customer to agent and back Network performance and the impact of video traffic Proactive issue detection with active monitoring Inject specific traffic patterns into the environment and measure results Test end-to-end performance or isolate specific applications Real-time dashboards customizable for user needs Drill down into micro-events Key performance indicators Alerts and actions plans for fast resolution of contact center problems Reports packet loss, jitter, and RTT Custom compound metrics for more intelligent monitors Call recording for hearing the actual voice quality of monitored calls Intelligent search function for identifying issues associated with specific failure states SNMP Interface to support third party management systems Application level monitors: DNS, Event Log, FTP, JDBC, JMX, LDAP, Perfmon, Ping, SMTP, SNMP, URL, WMI Active transaction protocols: SIP, H.323, Avaya H.323, UNISTim, Cisco Skinny Active transaction codecs: G.711, G.729A, G.729B, G.723 Active transaction DTMF: In-band, out-of-band (RFC 4733) Passive monitoring protocols: SIP, H.323, MGCP, Megaco, Diameter, SS7, ISDN Passive monitoring codecs: G.711, G.729A, G.729B, G.723 Measure true customer experience Determine IP network performance Receive an end-to-end view of the entire contact center SBCs and network edge devices Voice response, ACD, CTI, and routing Multichannel, web, and chat solutions Agent desktop, presence, CRM, and database connectivity Performance from customer to agent and back Real-time voice quality and video analysis Assess interoperability between all network, enterprise, and contact center elements