Unified Communications
Be confident in your Unified Communications strategy
Unified Communications (UC) is a broad term applied to a wide range of new customer service and enterprise solutions enabled by the unification of all communications devices, contact methods, data, enterprise applications, presence engines and more on the IP network. Many organizations are finding new ways to do business and leverage this technology to:- Enhance the customer experience with multi-channel contact centers that let customers choose how they want to interact with an organization’s service team
- Speed time to market with new collaboration tools that allow colleagues worldwide to interact via video, phone, or chat and seamlessly switch between devices as needed
- Eliminate lag time with “notify and respond” solutions that use presence to contact decision makers via their preferred communication device of the moment for approvals
- Reduce churn with a first contact resolution policy that uses skills tables, CRM and presence to easily incorporate experts into the customer service process
An evolving solution set
Today, no two Unified Communications deployments are alike. Each application is unique to that organization’s business model and environment. Technical elements span a wide range of systems including multi-media (phone, email, chat, video, etc…), session control and management servers (application servers, media servers, PBXs, SBCs, gateways, SIP-based endpoints, etc…), contact center solutions (IVR, routing, CTI, etc…), presence engines and more. Innovation in this area continues and vendors seem to be introducing new solutions daily.
Gain confidence and smooth implementations
How do you gain the confidence to develop a strong Unified Communications strategy and become an organization that can quickly take advantage of innovation?
The answer is service assurance with Empirix. We are the leading provider of testing and monitoring solutions for unified communications and contact centers. We take a methodical, end-to-end approach – first validating foundational elements (carrier to IP network) and each technology layer (IVR, CTI, CRM, presence, chat, etc…) successively. We are the only company that can assure both voice quality and user experience along with data and security vulnerability at each step. Empirix gives you the confidence to:- Get it right the first time – validate in a phased approach, end-to-end at pre-deployment, eliminating costly problems that arise during production
- Keep it right – continuously assure operations and correct issues before they effect the customer and end-user experience
- Know you’re ready for the future – validate higher load performance, test disaster/contingency plans and understand the impact of new technologies as they become advantageous
With service assurance, you can make informed decisions on how to best utilize Unified Communications to reduce costs, improve customer satisfaction and boost productivity. You can stop hoping for the best. Instead, projects can be implemented faster and at a lower cost. More importantly, you can continuously assure a positive end-user experience.
When quality matters, Empirix delivers confidence.
