Category: Products and Services

PACE

Ensure great customer experience through proactive monitoring

Empirix Proactive Automated Customer Experience (PACE) uniquely provides assurance of the real customer experience and an understanding of total performance.

The PACE active monitoring solution serves as a foundation for tracking and recognizing trends in individual applications and customer paths to enable organizations to more quickly address—and even prevent—service-impacting problems.

Measurement of actual call experience

Empirix PACE is an on-premises active monitoring solution measuring the bidirectional voice quality actually experienced by users from start to finish. PACE leverages Empirix’s industry-leading, patented Hammer test generation technology to provide valuable insights regarding key performance and troubleshooting questions.

PACE reduces mean time to repair by isolating performance and quality issues—including multi-vendor interoperability problems—throughout the infrastructure, and proactively sends notifications when issues are identified. This greatly enhances the ability to address problems with minimal impact to quality of experience (QoE). Dashboards with key performance indicators (KPIs) save time and effort in identifying root causes of issues.

Leveraging automation

Empirix PACE ensures a great customer experience by using actual automated calls to traverse applications and possible call paths in order to best understand customers’ and users’ quality of experience when impacted by performance and quality issues. Resources shared between applications and call paths are monitored to ensure they are being leveraged effectively.

Flow diagram showing how to improve user experience and manage operational costs with PACE.

 

Highlights

Empirix PACE verifies and measures voice quality using test scenarios through the system’s infrastructure, monitoring:

  • Latency of call connectivity and voice quality
  • For voice self-service and dialer capabilities:
    • Latency of connectivity, application servers, and back-end hosts
    • Any expected prompting
    • Call classification and compliance
    • Call routing and CTI data delivery with CTI VAS for CTI routing
  • For agent desktop:
    • Screen pop latency of agent desktop application
    • Recording validation

Key materials

Full-coverage multimedia monitoring

  • Continuously ensure a high-quality experience
  • Materially improve Quality of Experience (QoE)
  • Manage operational costs by verifying a system’s actual performance so that an organization can ensure voice and video communications quality
  • Collect data to provide root-cause correlation using log files, SNMP, WMI, Windows Performance Monitor, URL, DNS, Database, and SSH Virtual Agent

Significant reductions in operational costs

  • Reduce financial risk, including:
    • Penalties (regulatory and service-level agreement)
    • Transaction disputes (call recording)
  • Reduce cost of issues and problems
    • Eliminate voice quality issues, which raise the costs of service by 34% or more
    • Decrease mean time to identifying problems and downtime reasons for faster mitigation and fewer impacted customers
  • Identify impacted areas that need to be addressed
  • Automated structured checklists dynamically based on schedules
  • Lower support needed to identify which skills are required, based on where failures occur

Higher return on investment (ROI) of telephony infrastructure

  • Optimize performance
  • Reduce the frequency and cost of technology failures
  • Reduce customer impact in terms of churn
  • Increase IVR/voice portal containment rates
  • Reduce default routing
  • Reduce non-working, toll-free network costs