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New Empirix Solution Manages Performance and Voice Quality of IP-Based Contact Centers; OneSight for Cisco Unified Contact Center Measures Quality of Service (QoS) From Agents' and Callers' Perspectives

Posted on: Monday, 26 June 2006, 09:00 CDT

Empirix(R) Inc., which helps organizations adopt complex communications solutions with confidence, launched today a proactive application monitoring solution for Cisco Systems' Unified Contact Center solutions. Called OneSight for Cisco Unified Contact Center, it enables IT professionals to monitor, manage and report on performance, availability and security of key components of their Cisco IP-based contact center infrastructure. OneSight provides real-time assurance of the customer experience, caller and application behavior, connectivity of integrated systems, platform certification and health and security of individual systems.

The Cisco Unified Contact Center has been recognized as a leading enterprise-class platform for IP communications. It offers a strong combination of features and performance, and plays a key role in the overall operations of an IP-based contact center. As enterprises move to IP contact centers, they need to take a comprehensive, end-to-end view of their entire supporting infrastructure to ensure success.

Empirix's new OneSight for Cisco Unified Contact Center package includes pre-configured profiles for nearly 20 key components of Cisco Unified Contact Center, including:

-- Cisco Unified Intelligent Contact Management;

-- Cisco Unified CallManager (including monitoring for security threats through thresholds);

-- Cisco Unified Customer Voice Portal; and

-- Cisco Unified IP Interactive Voice Response.

Empirix's award-winning OneSight solution drives real calls into contact centers, and then measures the health and performance of applications and infrastructure components. OneSight allows organizations to correlate the end-to-end caller experience with the health of each application and component and its critical links to other telephony and data infrastructure. This integrated management solution enables customers to more quickly identify and isolate probable causes of common technology issues, including IVR slowdowns or outages, misrouted or dropped calls, slow screen pops and poor voice quality. OneSight also features a module that can correlate real-time call behavior with voice self-service performance to help contact centers measure and reduce the impact of technology issues on agents' Key Performance Indicators (KPIs).

"Empirix and Cisco share a strong commitment to customer success, and we're very pleased that Empirix chose to focus its first full suite of proactive monitors on the Cisco Unified Contact Center product family," said John Hernandez, director of product and solutions marketing for Cisco's customer contact business unit. "This new solution allows customers to accelerate the successful deployment of Cisco IP contact center solutions."

"IP contact center technology has reached the level of maturity for mass adoption, and organizations should be focused on how to best leverage these next-generation systems together with their existing infrastructure," explained Duane Sword, Vice President of Product Management and Marketing for Empirix. "While traditional network management systems can aggregate and evaluate the health of individual components, the Empirix OneSight Solution provides in addition the end-user perspective, which is in the end the only thing that matters."

OneSight for Cisco Unified Contact Center is available now. For an auto demo of OneSight or to learn more about Empirix, visit www.empirix.com/oscc, call 1-866-EMPIRIX or email info@empirix.com.

About Empirix

Empirix helps organizations adopt complex communications solutions with confidence. We combine the industry's deepest knowledge of telecommunications and self-service applications with award-winning testing and monitoring solutions to ensure our customers realize the promise of their technology investments. Empirix is the only company with expertise that spans the evolution of these advanced technologies across multiple markets - from testing in R&D labs through monitoring the end-user experience. For over a decade, thousands of quality-conscious network equipment manufacturers, service providers and enterprises worldwide have trusted Empirix to reduce the time and cost of integrating new technologies into existing environments. Visit www.empirix.com.

Empirix, OneSight and Hammer are trademarks or registered trademarks of Empirix Inc. in the United States. All other trademarks contained herein are the property of their respective owners.

Source: Business Wire

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