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Empirix OneSight

Contact Center Monitoring

Assure a great customer experience and optimize performance with end-to-end contact center monitoring. Empirix OneSight for Contact Center Monitoring provides a comprehensive, centralized view of multichannel contact center operations including voice response, queuing, and routing to agent desktop systems. It measures voice, video and data quality in a single solution.

Empirix OneSight for Contact Center Monitoring is the only solution to combine passive and active monitoring techniques for proactively identifying problems before they impact customers. Empirix keeps contact centers performing at peak levels to boost customer satisfaction and protect against revenue leakage.

  • Provide a great customer experience, every time
  • Proactively create and monitor real-time transactions to predict issues before they impact customers
  • Speed troubleshooting and reduce support costs
  • Optimize performance to tightly control cost per call
  • Realize the full value of technology investments
  • End-to-end monitoring of complex IP-based contact centers
    • Voice response, ACD, CTI, and routing
    • Agent desktop, presence, CRM, and database connectivity
    • SBCs and network edge devices
    • Multichannel, web, and chat solutions
    • Voice quality monitoring from customer to agent and back
  • Proactive issue detection with active monitoring
    • Inject specific traffic patterns into the environment and measure results
    • 24x7 network-wide coverage
    • Test end-to-end performance or isolate specific applications
  • Real-time dashboards customizable for user needs
    • Drill down into micro-events
    • Key performance indicators
  • Alerts and actions plans for fast resolution of contact center problems
    • Reports packet loss, jitter, and RTT
    • Custom compound metrics for more intelligent monitors
    • Call recording for hearing the actual voice quality of monitored calls
    • Intelligent search function for identifying issues associated with specific failure states
    • SNMP Interface to support third party management systems
  • Active Application level monitors: DNS, FTP, JDBC, JMX, LDAP, Ping, SMTP, URL
  • Passive Application level monitors: Event Log, Perfmon, SNMP, WMI
  • Active transaction protocols: SIP, H.323, Avaya H.323, UNISTim, Cisco Skinny, T.38 FAX
  • Active transaction codecs: G.711, G.729A, G.729B, G.723
  • Active transaction DTMF: In-band, out-of-band (RFC 4733)
  • Measure true customer experience
  • Determine IP network performance
  • Receive an end-to-end view of the entire contact center
    • Voice response, ACD, CTI, and routing
    • Agent desktop, presence, CRM, and database connectivity
    • SBCs and network edge devices
    • Multichannel, web, and chat solutions
    • Performance from customer to agent and back
    • Real-time voice quality analysis
  • Assess interoperability between all network, enterprise, and contact center elements