Category: News/Events

Enabling High Quality Voice as a Service for inContact

Dec 15, 2015

Empirix Solutions Enable inContact to Deliver High Quality Voice as a Service to Customers.

Empirix IntelliSight solution underpins ability to validate performance of new Voice as a Service (VaaS) offering and provide greater levels of transparency to customers.

Billerica, MA., December 15, 2015 – Empirix today announced that its IntelliSight solution has been deployed by inContact to monitor the voice connection quality of inContact’s new Voice as a Service (VaaS) offering. This comprehensive monitoring will include detailed reporting of the mean opinion score (MOS) to inContact and its customers. The VaaS announcement was part of inContact’s Fall 2015 (external link) release of its cloud contact center platform at the annual inContact User Conference (ICUC) in October. VaaS represents a significant opportunity for inContact to leverage both its carrier-grade infrastructure and cloud contact center platform to provide a comprehensive solution for customers. 

To help provide visibility across the network and ensure the best possible quality for voice calls, inContact turned to Empirix for its expertise in network performance monitoring and reporting. The solution integrated within the inContact platform is comprised of E-XMS and IntelliSight. E-XMS is a probe-based monitoring system deployed at key points in the network to follow communication events from start to finish, regardless of network technology or service delivery method. As a result, E-XMS delivers clarity around the complex factors affecting customer experience and overall network performance. IntelliSight is an advanced reporting and analytics platform that enables smarter decisions by transforming multiple streams of network, customer, and operational data into actionable intelligence. This combination provides inContact with the ability to monitor and manage its environment at a granular level, ensuring high quality customer experiences and impressive MOS score results. Currently, inContact’s average MOS score is 4.4 out of 5, meaning inContact customers have near optimal experiences and clarity with their voice connections. 

"Our new Voice as a Service offering builds on inContact’s unique strength as the only contact center provider with a global, carrier-grade network,” said Paul Jarman, CEO of inContact. “Voice is a critical channel for customer satisfaction and quality interactions. We turned to Empirix to provide standard industry benchmarks, expanded monitoring tools and a best-in-class voice quality offering for contact centers.”

“inContact is a recognized innovator in the cloud contact center space that has made a strong commitment to delivering high quality service to its customers,” stated Kambiz Vahdani, Empirix VP Sales, Americas. “Empirix solutions play a critical role in enabling inContact to monitor and manage the VaaS environment to ensure the best possible customer experience. By leveraging IntelliSight, inContact will be to provide its contact center customers with unparalleled visibility and performance.” 

About inContact
inContact (NASDAQ: SAAS) is the cloud contact center software leader that makes it easy and affordable for organizations around the globe to create stand-out customer experiences while at the same time meeting their key business metrics. inContact continuously innovates in the cloud and is the only provider to offer a complete cloud customer interaction platform that is purpose built for enterprise and government organizations who operate in multiple divisions, locations and global regions. Named as Market Leader in the 2015 Ovum Decision Matrix and winner of the 2014 CRM Magazine Rising Star Award, inContact has deployed over 2,200 cloud contact center instances. To learn more, visit www.inContact.com.

About Empirix
Empirix is the recognized leader in end-to-end network performance visibility with the unique ability to analyze customer behaviors by application in real time. Empirix helps service providers, mobile operators, contact centers and businesses optimize processes to reduce operational costs, maximize customer retention and grow top-line revenue. Through testing, monitoring and intelligent analytics, Empirix helps companies around the world realize the full value of their technology investments to provide a higher quality of service to their customers. Empirix was acquired in 2013 by private equity firm Thoma Bravo as the first step in an aggressive strategy to take advantage of growth opportunities in the network services industry. The company is creating a comprehensive portfolio of end-to-end network service assurance solutions that will offer customers an integrated performance management solution in an otherwise fragmented market. 

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Empirix is a trademark of Empirix Inc. in the United States and other countries.

E-XMS

Actionable Intelligence on true Customer Experience

E-XMS gives you the tools to get to the root cause of network and service issues.

Powerful correlation features deliver end-to-end visibility of calls and transactions in the network. Industry-leading media analysis tools also let you fully understand quality of voice.

IntelliSight

The Knowledge to Take Intelligent Action

IntelliSight is the key to turning your billions of network data records into the knowledge you need to make intelligent decisions—both for your business and your customer-facing services.

IntelliSight provides unparalleled visibility of performance across your devices, services, locations, and networks. In essence, you get a complete picture of customer experience.