VoIP Call Center

Empirix Unveils New VoIP Call Center Solution

By Rajani Baburajan TMCnet Contributor

Empirix (News - Alert), a provider of end-to-end network performance visibility, just unveiled a brand new VoIP call center solution dubbed the Empirix xCentrix VoIP and Media Analysis Package.

When leveraging the Empirix xCentrix VoIP and Media Analysis Package, customers can easily identify and predict key customer, service and operational trends in voice over IP (VoIP) networks, contact centers and Unified Communications (News - Alert) (UC) infrastructures.

In essence, the solution plays the vital role of allowing organizations to be better able to understand and visualize evolving trends and the underlying factors that impact experience, quality and performance in VoIP environments.

The service also enables users to simply analyze VoIP call quality and traffic, as well as note errors in the network in a short period of time. Enterprises can receive customer, destination, network element and carrier metrics delivered via the Empirix xCentrix network analytics platform in addition.

The VoIP call center solution boasts the ability to correlate key data points and provides reports allowing users to evaluate performance and trends from different perspectives. The Web-based interface drills into micro events for root cause analysis and layers multiple data points and KPIs to reveal hidden trends. The solution can then manipulate large volumes of data and present it in a way that is insightful for users across all departments and job functions.

 “As businesses seek a better understanding of their communications infrastructure and its impact on users, they’re being overwhelmed by the complexities inherent in deriving meaning from the sheer volume of data points at their disposal,” said Tim Moynihan (News - Alert), vice president of marketing, Empirix, in a statement.

The Empirix xCentrix VoIP and Media Analysis Package addresses a wide range of issues including those related to high value customer interactions, cost control options, infrastructure investments, opportunities for proactively correcting issues, conditions that degrade voice and media quality, interoperability problems in complex, multi-vendor environments.

“With the Empirix xCentrix VoIP and Media Analysis Package, we are arming our customers with the insight they need to obtain maximum value from their communications investments,” Moynihan added. “By providing a more intuitive way to interact with data, Empirix is unlocking new possibilities, enabling these organizations to operate more efficiently and design innovative business models that attract customers and edge competitors.”

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