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Introduction Letter
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Helping You—and Your Organization—Ensure Consistent, High-quality Service
If a natural or manmade disaster, power outage or interruption to carrier circuits impacted your contact center, would you be prepared?
Do you have an accurate view of VoIP network behavior and service quality?
This issue of Catalyst highlights the results of an Empirix-sponsored DMG Consulting study - “Business as Usual? A Benchmarking Study of Disaster Recovery and Business Continuity for Contact Centers” - which shows that a majority of contact centers are not taking appropriate action to minimize the impact of disasters and disruptions, and that most have not invested in testing and monitoring equipment to understand, identify and resolve issues before customers are affected. How does your organization stack up?
You can learn more in “Can Your Call Centre Handle a Disaster?” an article from Continuity Central authored by Jeff Weil, Empirix vice president of services.
In this issue, we’re also unveiling the feature-rich Hammer XMS 2.0, the most comprehensive solution in its class for monitoring VoIP. Be sure to read “VoIP Peering Monitoring,” an application note that describes how Hammer XMS helps carriers meet the highest levels of VoIP peering service quality. Plus, in “Design for Superior Voice Quality,” which appeared in Internet Telephony Magazine, TMC Executive Editor Richard Grigonis highlights Hammer XMS, as well as Hammer G5 and Hammer XMS Active.
Finally, you’ll learn about articles that appeared in TMCnet, which cite Empirix contributors and Empirix solutions.
As always, we’d like to know how we can help you, and we welcome your feedback.
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VoIP Peering Monitoring - Hammer XMS helps carriers meet the highest levels
of VoIP Peering Service Quality
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VoIP Peering can enable service providers to reduce costs while maintaining—or improving—service quality. To realize these benefits, carriers must ensure the highest levels of service.
This Empirix Application Note discusses the importance of proactive service visibility and detailed analysis and reporting capabilities, including comprehensive visibility of call completing statistics, comprehensive visibility of voice quality statistics, multidimensional service reporting and analysis, and automatic notification of service-level issues.
Hammer XMS is the only solution available that has the capabilities to meet today’s exacting standards, while providing extensibility, flexibility, and scalability to meet future monitoring requirements. Global Crossing is just one of the many Tier 1 carriers and MSOs who have selected Hammer XMS to ensure the highest levels of VoIP service quality. (See a related article in this issue of Catalyst, Empirix Unveils Feature-Rich Hammer XMS 2.0.)
Read the complete Application Note.
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