User Experience Monitoring

UX monitoring for contact centers and unified communications

Legacy contact center and UC technology issues have a lasting impact on the business and can affect profit and losses (P&L), customer churn, and brand loyalty long after the issue has been resolved. Enterprises can mitigate these risks by monitoring customer experience in real time.


Contents

If you are experiencing any of the following, consider a solution to monitor the experience of your users:

  • You learn about customer or agent-impacting issues hours after they begin
  • Difficulty determining when and where agents are experiencing CTI attached data and CRM screen pop issues
  • Customers complain about poor voice quality, dropped calls, misrouted calls or incorrect IVR prompting
  • You lack the visibility into the quality and performance of your customers’ end-to-end journey

Differentiators

IT Engineer

Redunancy

Geo and carrier redundancy of Empirix platform ensures your monitoring is always available


Contact center

Virtual agent

Hammer Virtual Agent emulates and automates Cisco, Genesys, and Avaya agents


Contact center agent

CTI and CRM screen pop

Validation of CTI attached data and measurement of CRM screen pop response time


Checkmark

Protocols

Support for Avaya H.323 and Cisco Skinny (SCCP)

Ready to learn more?

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