Mar 7, 2016
Immediate Notifications Enable Customers to Avoid Significant Negative Impact to Contact Center Operations
Billerica, MA, March 7, 2016 - Empirix, Inc., the recognized leader in contact center assurance and end-to-end network performance visibility, today announced that its VoiceWatch cloud-based monitoring service detected a service disruption in one of the nation’s largest toll-free networks and notified affected Empirix customers within seconds of the disruption occurring.
In February, a major service provider’s network experienced data and telecommunications issues that, if left unchecked, had the potential to impact consumer access to contact centers of all sizes and industries, including those run by major airlines, roadside assistance service providers, and financial institutions. The business impacts of these service interruptions would have been significant if not for the intervention of Empirix’s industry-leading monitoring technology.
Toll-free numbers traveling through this network experienced a significant routing issue and, as a result, calls were not reaching business’ contact centers and their operators were unaware of the service outage. Consumers attempting to access a number of contact centers would have been denied access, introducing significant reputational, financial, and other risks to those contact centers’ business operations.
Empirix VoiceWatch immediately detected the interruptions in network service and accurately pinpointed the root cause in the service provider network, eliminating the need for internal resources to validate SIP trunks or internal data center technology. As a result, affected businesses were able to quickly reprovision call routing to reestablish connectivity with consumers, minimizing negative impacts.
VoiceWatch is a cloud-based service platform that executes more than one million customer experience transactions each month for Empirix’s top-tier customers to provide an “outside in” early warning system for operational performance degradations or service interruptions.
Contact centers and other organizations rely on Empirix VoiceWatch to monitor operations and promptly alert users in two critical situations: when service providers are not in compliance with service levels, and when the user or customer experience (UX/CX) has deteriorated below acceptable levels. For businesses with large customer bases, reducing the time to eliminate issues is critical to maximizing results.
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. We help service providers, mobile operators, contact centers and businesses master complexity and optimize business processes to reduce operational costs, maximize customer retention and grow top-line revenue. Through testing, monitoring, analytics and intelligence, Empirix helps companies around the world realize the full value of their technology investments. 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.
Empirix is a trademark of Empirix Inc. in the United States and other countries.