Contact Center Testing and Monitoring

Empirix Launches New Version of OneSight for Contact Centers

The latest version of Empirix's award-winning application monitoring solution, OneSight, is now available. OneSight 6 is the first and only monitoring solution that can provide enterprises with insight into the entire customer experience—across both Voice and Web self-service channels.

New features available in OneSight 6 include IntelliSearch™, a unique feature developed by Empirix that allows users to identify problem areas and display a graph of related monitors during an error condition.

According to Lisa Erickson-Harris, research director at analyst firm Enterprise Management Associates (EMA), OneSight 6 comes at a time when enterprises are starting to converge their customer care infrastructures and will be looking for tools that effectively manage the entire customer experience.

Read the complete press release

 

Empirix's Hammer On-Call Named a "Product of the Year" by Call Center Magazine

In an article in its June 1, 2007 issue, "Products of the Year: These Are the Sharpest Knives in the Drawer," Call Center Magazine selected seventeen products, services, and ideas that they believe will transform the way organizations run their call centers. Chief among them: Empirix's Hammer On-Call.

"Testing is a critical aspect of deploying a complex call center infrastructure. Whether you're putting in a voice response system, a speech application, or a new call routing plan, there's no substitute for throwing thousands of simulated calls at the system to see where its weak spots are," the publication's editors reported. "That's one of the things that Empirix does for call centers. We're singling out their On-Call testing services here, but you could do well with any of Empirix's Hammer services and products."

Read the complete article

 

"Empirix Beefs Up Contact Center Monitoring"
Datamonitor article looks at OneSight 6

In a recent article, "Empirix Beefs Up Contact Center Monitoring," Datamonitor discusses the launch of Empirix's OneSight 6, citing the product's "enhancements in the areas of troubleshooting and role-based functionality controls," as well as the product's new features: "IntelliSearch, a feature that allows users to quickly identify problem areas and display a graph of related monitors during an error condition; a single view of multi-channel environments, Key Performance Indicators (KPIs), and an analysis of the customer experience, allowing IT staff to react to changes and fluctuations in real time; role-based functionality controls that provide better usability based on the specific area of responsibility for business and technical owners; and group-level data security, ensuring better control across the organization."

Read the complete article

 

"Cultivate an On-Demand Workforce through On-Demand Technology"
Call Center Magazine article includes a conversation with Empirix Product Marketing Manager Sue Andersen

A commitment to flexibility in workforce deployment and the availability of willing—and committed—at-home agents have made virtual call centers a reality. This Call Center Magazine article, "Cultivate an On-Demand Workforce through On-Demand Technology," looks at the ways in which hosted tools enable this culture of flexibility and drive the emergence of at-home agents in today's call centers.

Ensuring security remains a critical concern for most enterprises, and in the article, Sue Andersen, Product Marketing Manager with Empirix, cites health care as an example of an industry that emphasizes security. She points out that Empirix has helped "health care providers with Health Insurance Portability and Accountability Act (HIPAA) compliance by ensuring that the environment is secure and that data is not compromised." Empirix offers hosted tools that test whether a wide range of systems—including routing systems, predictive dialers, call monitoring systems, IVR systems, and screen pops that appear on agents' computers as customers' calls come in—function the way you expect them to.

Read the complete article

 

"The Contact Center Takes the Stage"
EMA research report discusses best practices for contact center application monitoring

A just-published Enterprise Management Associates (EMA) research report, The Contact Center Takes the Stage, explores enterprise practices for contact center application monitoring. According to Lisa Erickson-Harris, the report's author and a research director at EMA, enterprises are frustrated with their inability to monitor converged infrastructures using traditional network monitoring tools, and would welcome an overlay monitoring solution that complemented their existing infrastructure monitoring strategy.

The report looks at how the enhancements in Empirix's OneSight 6 can help organizations address the challenges and evolving requirements of a converged customer care infrastructure. The report concludes with EMA's assessment of Empirix's overall capabilities and market position.

Request a copy of EMA research report

 

Upcoming events - See us at one of these upcoming shows!

 

Webcast archive

Did you miss one of our recent Web events? Don't worry — recorded Webcasts are available for you to watch at your convenience. To view any Webcast, simply click on the download link, complete the brief form and you will be up and running in a few moments.

Transformative Technology in the Contact Center – What You Need To Know
Technology has the power to transform - but it can also wreak havoc. In this Webinar, Forrester Research Vice President Elizabeth Herrell provides an overview of key technologies and trends that have the potential to transform the contact center - including Voice over IP (VoIP), virtualization and speech analytics. Herrell and the second speaker, Sue Andersen, Product Marketing Manager at Empirix, detail best practices for successfully implementing these technologies, including the importance of proactive testing and monitoring.

Watch this webcast

 

Tips and Tricks

Introduction to New OneSight Voice Transaction Monitor/Scheduler

This article introduces the new OneSight Voice Transaction scheduler in OneSight 6.X.

The main difference between the "old" method of creating OneSight Voice Transactions and the "new" method is the old method was more or less passive where the OneSight Voice Transaction would simply query the Hammer CallMaster database via the "Hammer_IM" web pages to retrieve the script's test results.

The new method continues to gather script results from the Hammer CallMaster database; however the scheduling of the script is done through the OneSight user interface. When using this method OneSight communicates directly with the Hammer CallMaster Server and tells it when to execute the script.

**** Users who choose to use the old method may continue to do so as the user interface supports both.

Read the complete article

Using the New OneSight "Monitor Action" to Trigger Placement of a Phone Call During an Alert Condition

Please note the following prerequisites:

• Customer must be licensed for both OneSight and Hammer CallMaster
• Version 6.1 or greater of OneSight and 5.1 sr2 or Hammer CallMaster are also prerequisites
• Knowledge of script development in Hammer CallMaster as well as sufficient OneSight knowledge in the area of creating Monitors, Actions and Action Plans and Alerts

The release of OneSight 6.x brings several changes that can enable a user that also purchased Hammer CallMaster to have a phone call placed at the request of OneSight. This can be useful for alerting purposes when another form of alerting such as e-mail is either impractical or undesirable.

This functionality is the result of two features that were implemented in the OneSight 6.X release. They are the enhanced scheduling feature for OneSight Voice Transactions and the ability to add “Monitor” actions to Action Plans. This article provides instructions on how to set up such an action.

Read the complete article

 

Upcoming Classes

To register for any class, simply complete the enrollment form, and fax it to: 781-266-3706. Class size is limited to 12 students. Empirix accepts purchase orders, checks or credit cards for payment. Please call 781-266-3306 with any questions.