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Empirix VoiceWatch

Verify Contact Center Performance

Proactively assessing contact center performance from the customer's perspective ensures a great experience. The Empirix VoiceWatch service monitors the end-to-end performance of voice applications and infrastructure - all the way from the PSTN through the Interactive Voice Response (IVR). Using transactional call flows to navigate the contact center's automated systems; Empirix VoiceWatch measures the availability, accuracy and performance of network components, voice solutions and back-end database systems.

Performance monitoring with Empirix VoiceWatch provides an early warning system to protect contact center KPIs from unexpected technology issues. The service provides:

Call Transaction Monitoring

  • Emulates the path callers traverse using either touch tone or speech recognition
  • Validates the availability and performance of self-service transactions
  • Measures carrier performance as well as switch, IVR, speech recognition, and host/database response times

Live Application Monitoring

  • Listens to the opening prompt to make sure that the call has been routed to the right place
  • Verifies line availability, switch performance, call routing, and the initial prompt
Empirix VoiceWatch allows businesses to preempt the negative impact of poor service quality by understanding issues before they affect end-customers. Empirix VoiceWatch provides extensive reports with the following critical performance metrics:
  • Delivery of dialed calls vs. blocked calls - Sorted by category (busy, ring no answer, etc.)
  • Time to Connect - The time it takes the voice network to deliver the call to the contact center
  • Time to Greet - The time it takes the VRU/IVR to respond to DTMF or speech stimulus at each touch point
  • Menu Response - The number of incorrect responses for the monitored system, by prompt location and type of failure
  • Interface Response Time - The time it takes the host, mainframe, database, file, etc. to respond
  • Time on Hold - How long callers queue before connecting with the agent
  • Agent Transfer Statistics - How many calls were dropped, failed to transfer, etc.
  • CTI Delivery to Desktop

Empirix VoiceWatch is customized for each company's environment, network, systems, and needs. Specific tests, metrics, thresholds, and alerts can be modified to meet each company's requirements. In short, Empirix VoiceWatch is an invaluable performance monitoring solution for contact centers looking to assure service quality, reduce time to resolution, and cut the cost of supporting and managing networks.