Empirix launches new OneSight telephony monitors for Concerto, Intervoice and Nuance environments.Empirix Inc., which helps organizations strengthen customer loyalty through assured Web and voice application performance, has announced new telephony monitors for its OneSight for Contact Centers proactive application management solution. The prebuilt pre·built adj. Of, relating to, or constituting a structure or a portion of a structure that is constructed or assembled before being transported to its site of installation; prefabricated: a prebuilt home. monitors for Concerto, Intervoice and Nuance environments were designed to help organizations more quickly and easily start monitoring their automated systems so they can identify and correct emerging problems before callers or agents are affected. OneSight for Contact Centers allows customer service executives and contact center/IT operations staff to proactively pinpoint and address customer-related issues hidden within their technology infrastructures--issues that are often obscured in various "black boxes." 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. The integrated management solution helps customers more quickly identify and isolate probable causes of common technology issues, including 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. outages; misrouted or dropped calls; slow screen pops; and poor speech recognition rates. Empirix recently introduced monitors for Cisco ICM ICM Intercom ICM Integrated Crop Management ICM International Congress of Mathematicians ICM Information Classification and Management ICM Intelligent Contact Management (Cisco) ICM International Creative Management and Nortel MPS 1000 environments. With this announcement, it also offers monitors for the Concerto EnsemblePro complete contact center solution and FirstPoint Enterprise integrated ACD (Automatic Call Distributor) A computerized phone system that responds to the caller with a voice menu and connects the call to the appropriate agent. It can also distribute calls equally to agents. and 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. platform (which Concerto Software recently acquired from Rockwell Automation Rockwell Automation NYSE: ROK is an industrial automation company. Its products include Allen-Bradley controls and engineered services and Rockwell Software factory management software. The company headquarters are located in Milwaukee, Wisconsin. ); Intervoice Omvia Voice Framework; and Nuance Voice Platform. Nuance is one of several vendors that worked closely with Empirix to develop monitoring profiles. According to Leo Leo, in astronomy Leo [Lat.,=the lion], northern constellation lying S of Ursa Major and on the ecliptic (apparent path of the sun through the heavens) between Cancer and Virgo; it is one of the constellations of the zodiac. Haasbroek, vice president of professional services for Nuance, proactive monitoring is a best practice for ensuring end-to-end performance of contact center technology environments. "Complex integrations can make finding and correcting problems challenging," said Haasbroek. "End-to-end monitoring with solutions like Empirix OneSight can provide detail not only on individual components, but also at the integration points where many problems tend to originate." www.empirix.com |
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