Contact Center Performance Management
Proactive monitoring of call center application performance
To ensure a continuous quality customer experience in your contact center, Empirix offers on-going monitoring solutions that emulate the experiences of the customer and agent to help you ensure the consistency and performance of your voice applications and systems. By evaluating the performance of all contact center applications and systems from the customers’ and agents’ perspectives, our monitoring solutions focus on the total Quality of Experience.
OneSight for Contact Centers
By combining customer Quality of Experience data from simulated transactions with infrastructure-level performance data, OneSight for Contact Centers™ provides a single, comprehensive perspective on the operation of the call center. Utilizing monitors to gain in-depth analysis of voice transactions, call statistics, and telephony systems, OneSight for Contact Centers provides a multi-layer view that enables you to proactively identify customer-affecting problems and quickly troubleshoot them.
Voice Watch Monitoring
Voice Watch® is a proactive customer experience management solution that monitors the end-to-end performance of your voice applications and infrastructure from the caller’s perspective – from the PSTN, through the IVR, and out to an agent. Through regular periodic calls, Voice Watch measures carrier performance, host and database response times, prompt correctness, dynamic data accuracy, call quality, call routing, queue times, screen pop accuracy and timeliness.
