Category: Products and Services
OneSight
Overview
Ensure quality customer experiences with OneSight proactive monitoring and end-to-end analysis
Empirix OneSight is a complete, end-to-end solution capable of proactively monitoring and analyzing customer experiences and network performance by application in real time.
With OneSight, you can implement an on-premises, multi-layer monitoring strategy that oversees customer and agent experience transactions, combined with back-end transaction monitoring, to achieve deep visibility across systems and infrastructure. Only OneSight provides:
- A robust scripting engine to automate a myriad of contact center use cases
- The ability to originate and measure test calls at different locations
- Recorded playback of all test calls for enhanced diagnostics
- Discovery and inventory of a UC solution—physical and logical elements and codependences
- Key performance indicator thresholding, historical reporting, real-time alerts and notifications
- Automated correlation and compound monitors
Instant system visibility, focused troubleshooting
Empirix OneSight enables you to quickly pinpoint performance degradation, and provides the tools needed to evaluate, address, and remediate these issues. The Empirix OneSight contact center and unified communications monitoring solution examines and evaluates system performance to assure optimal operation and availability so that enterprises can capture the benefits of IP telephony while maximizing uptime. System performance and availability are proactively monitored in real time.
Measurement of the Actual Call Experience
OneSight also measures the bidirectional voice quality actually experienced by users from start to finish. OneSight leverages Empirix’s industry-leading patented Hammer test generation technology to provide valuable insights regarding key performance and troubleshooting questions.
OneSight reduces mean time to repair by isolating performance and quality issues—including multi-vendor interoperability problems—throughout the infrastructure, and proactively sends notifications when issues are identified.
Highlights
- Complete and unified monitoring of customer and agent experiences, back-end transactions and systems, and infrastructure elements—all in one solution
- Provides intelligence within a converged voice and data network on:
- Related elements
- Services and functions
- Relationships
- Functional dependencies and context
- Evaluation of voice, video, data service quality and their impacts on one another
- Dual active and passive monitoring including proactive measurement of actual call experiences to identify issues before customers are impacted
- Real-time dashboards with utilization statistics, availability of resources (trunk groups, DSPs, etc.), capacity, and performance trending data via drilldowns
Key materials
Features
End-to-end monitoring of complex VoIP solutions
Monitor Quality of Service for voice, video, and data; resource utilization of critical network elements; and more
Network discovery
Automatic discovery and inventory updates for network elements and applications
Proactive issue detection with active monitoring
Measurement of specific traffic patterns in the environment, and end-to-end or application-specific performance testing
Real-time, customizable dashboards
Drill down into micro-events, and assess key performance indicators
Outbound dialing
VQ, ANI and caller ID validation
Customized metrics
Custom compound metrics for more intelligent monitors and automatic correlation
Call recording
Verint, NICE, and Genesys
Voice quality
Two-way and one-way voice quality, PESQ and E-MODEL mean opinion score methods
Advanced alerting
High-level alerts based on the resources required by a particular service
Unified monitoring
Caller experience, agent experience, back-end transactions, and network/infrastructure visibility in one solution
Simplified analysis
Intelligent search for identifying issues associated with specific failures across services, carriers, IVR, CTI, or hosts/applications
Benefits
Decrease Mean Time to Repair
- Automated inventory and monitoring of the environment, updated nightly or on demand
- Quickly determine that there is a problem with proactive monitoring and real-time alerts (End-to-end transactions dial to desktop, IVR…)
- Collect data to provide root-cause correlation using log files, SNMP, WMI, Windows Performance Monitor, URL, DNS, database, and SSH virtual agent
- Analyze customer experience and network performance, by application in real time using this complete, end-to-end solution
- Diagnose customer experience issues and root causes 70% faster
Maximize Return on Investment
- Comprehensive coverage to manage and optimize technology
- Cut support costs
- Unified monitoring
- Caller experience transactions
- Real calls into voice infrastructure and apps
- Navigate IVR, conference bridge, voicemail, call recording and other voice apps
- Active voice quality
- Agent experience transactions
- Call control, CTI and routing interfaces
- Call recording system
- Active back-end application transactions
- VXML queries, DNS lookup, traceroute, database queries, ping
- Web application response and latency, URL availability
- Application and network
- IVR, call recording, modular messaging
- CPU, disk, SNMP, application log files
Improve User Satisfaction
- Provide important intelligence on related elements, services and functions, and relationships, as well as functional dependencies and context within a converged voice and data network
- Manage operational costs by verifying a system’s actual performance to ensure voice and video communications quality
- Materially improve Quality of Experience
- Reduce financial risk including penalties, transaction disputes and voice quality issues
- Reduce the frequency and cost of technology failures
- Reduce customer impact in terms of churn
- Boost user satisfaction rates
Video demonstrations
Please contact us to arrange a demonstration of OneSight for VoIP tailored to your needs.