Empirix Launches New OneSight Telephony Monitors for Concerto, Intervoice and Nuance Environments

BEDFORD, Mass. - Empirix® Inc. released a new telephony monitors for its OneSight® for contact centers, an application management solution. The pre-built monitors for Concerto, Intervoice and Nuance environments are designed to help organizations start monitoring their automated systems so that they can identify and correct emerging problems before they affect callers or agents.

OneSight for contact centers allows customer service executives and contact center/IT operations staff to pinpoint and address customer-impacting issues hidden within their technology infrastructures. OneSight and its telephony monitors allow organizations to correlate the end-to-end caller experience with the health of each application component and its critical links to other telephony and data resources. This integrated management solution enables customers to identify and isolate probable causes of common technology issues, including:

• IVR outages;
• Misrouted or dropped calls;
• Slow screen pops; and
• Poor speech recognition rates.

Empirix recently introduced monitors for Cisco ICM and Nortel MPS 1000 environments. With this announcement, it also offers monitors for:

• Concerto EnsemblePro contact center solution and FirstPoint Enterprise integrated ACD and CTI platform (which Concerto Software recently acquired from Rockwell Automation);
• Intervoice Omvia Voice Framework; and
• Nuance Voice Platform.

Nuance is one of several vendors that worked with Empirix to develop monitoring profiles.