Empirix Solution Monitors Contact Center Technology
WALTHAM, Mass. - Empirix Inc. launched OneSight™ for contact centers. OneSight for contact centers allows customer service executives and contact center/IT operations staff to proactively pinpoint and address customer-impacting issues hidden within their technology infrastructures - issues that until now were obscured in various "black boxes" that underlie automated services provided by today's advanced contact centers.
Generally when contact center professionals talk about monitoring, they are referring to live agent monitoring. OneSight for contact centers addresses a company's "other workforce" - the automated systems that handle many calls completely without any agent involvement and with which nearly every single customer interacts on his or her way to a live agent. OneSight for contact centers brings together two key Empirix technologies: its OneSight 5.0 platform for application and infrastructure monitoring, and its Hammer® platform for testing and monitoring voice applications. The resulting solution measures what customers experience when interacting with voice applications and enables companies to correlate that information with data on the performance of all the various elements of a contact center's technology infrastructure including ACD/PBX, IVR, CTI and speech recognition systems. This empowers organizations not only to pinpoint the most likely source of a problem, but also to prioritize resolution based on the problem's impact on the customer experience.