Empirix Launches New Solution for Nortel Network's MPS 1000

BEDFORD, Mass. - Empirix® Inc. launched a new solution to help companies manage and improve the performance of Nortel Networks MPS 1000 interactive voice response (IVR) platforms. Empirix's OneSightTM for Contact Centers, an end-to-end voice application management solution, combines automated voice transaction monitoring with OneSight Telephony Monitors that allow organizations to collect representative customer experience data along with application and system metrics from all elements of a Nortel MPS 1000 environment.

With OneSight for Nortel MPS 1000, customers can correlate end-to-end caller experience with the health of each Nortel MPS 1000 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. For example, OneSight for Nortel MPS 1000 can:

• Identify call allocation issues such as load balancing across IVRs, ports and applications and isolate probable cause
• Measure metrics such as length of call, arrival rate, and abandons to address customer-impacting problems
• Pinpoint failures or degradation within systems, applications, databases and individual ports to reduce mean-time-to-repair and improve service-level compliance
• Correlate and analyze MPS 1000 application health with caller experience to prioritize performance issues impacting customers

OneSight for Nortel MPS 1000 is part of a series of solutions for market-leading contact center systems. Empirix recently launched OneSight for Cisco ICM.
 
"Contact center environments are complex, and problems added by introducing VoIP and interconnected voice and data systems can be difficult to diagnose," said Bern Elliot, research director at Gartner Inc. "The traditional approach of monitoring individual boxes is no longer enough. Measuring and managing overall system performance end-to-end from the caller's perspective can ensure that all components, and the connections between those components, are working correctly so that companies get the maximum value from their self-service investments."

Specific components now available from Empirix for Nortel MPS 1000 environments include:

• OneSight Voice Watch
• OneSight Voice Engine
• OneSight Management Server
• OneSight Service Level Manager
• OneSight Telephony Monitor for Nortel Telephony Media Server
• OneSight Telephony Monitor for Nortel OSCAR (Open Signal Computing and Analysis Resource)