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
Redunancy
Geo and carrier redundancy of Empirix platform ensures your monitoring is always available
Virtual agent
Hammer Virtual Agent emulates and automates Cisco, Genesys, and Avaya agents
CTI and CRM screen pop
Validation of CTI attached data and measurement of CRM screen pop response time
Protocols
Support for Avaya H.323 and Cisco Skinny (SCCP)
