Empirix launches OneSight for Contact Centers.Empirix Inc., a provider of integrated test and monitoring solutions for Web, voice and network applications, has launched OneSight for Contact Centers, an end-to-end end-to-end a pattern of anastomosis in which severed ends are matched and united, in contrast with other patterns such as end-to-side or side-to-side. Usually applied to anastomosis of the intestine. voice application management solution. 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 au·to·mate v. au·to·mat·ed, au·to·mat·ing, au·to·mates v.tr. 1. To convert to automatic operation: automate a factory. 2. 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 the automated systems that handle many calls completely without any agent involvement, and with which nearly every 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 hammer Tool for pounding or delivering repeated blows. Hand hammers have a handle and striking head. Surfaces of hammerheads vary in size, angle of orientation to the handle (parallel or inclined), and type of face (flat or convex). 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 (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. , CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. and speech recognition systems. This empowers organizations to not only pinpoint the most likely source of a problem, but also to prioritize pri·or·i·tize v. pri·or·i·tized, pri·or·i·tiz·ing, pri·or·i·tiz·es Usage Problem v.tr. To arrange or deal with in order of importance. v.intr. the resolution based on the problem's impact on the customer experience. [ILLUSTRATION OMITTED] www.empirix.com |
|
||||||||||||||||||||
Printer friendly
Cite/link
Email
Feedback
Reader Opinion