Newsletters
Customer Relationship Management News NewsFactor Sites:       NewsFactor.com     Enterprise Security Today     CRM Daily     Business Report     Sci-Tech Today  
   
Home CRM Systems Customer Service Contact Centers Business Intelligence More Topics...
Eliminate costly downtime!
Find out how with Free White Paper
& enter to win a Samsung Galaxy Note

www.apc.com
CRM Press Releases
24/7/365 Network Uptime!
Average Rating:
Rate this article:  
Empirix Debuts VoIP Network Analytics for Contact Centers
Empirix Debuts VoIP Network Analytics for Contact Centers

 
March 26, 2012 1:20PM
Empirix Unveils VoIP Network Analytics for Contact Centers and Enterprise Unified Communications -- Provides Actionable Intelligence for Improving User Experience, Building Revenue Loyalty and Tightly Controlling Costs
 



Empirix today announced the availability of the Empirix xCentrix VoIP and Media Analysis Package, a solution for identifying and predicting key customer, service and operational trends in voice over IP (VoIP) networks, contact centers and Unified Communications (UC) infrastructures. The package leverages the company's extensive technical, industry and solution expertise to transform data into key metrics and intelligence that deliver significant value for companies looking to provide a better user experience, communicate more efficiently, find new opportunities to profit and realize the full value of their technology investments.

"Customer care and marketing professionals already know how important speech and data analytics are for promoting good customer experience, but they have yet to link analysis of network data to customer care objectives," said Dan Miller, senior analyst, Opus Research. "Empirix xCentrix VoIP and Media Analysis Package helps executives understand the VoIP traffic flowing through their networks, customer care resources and contact centers to identify and address the issues that impact customer satisfaction, retention and profitability."

The VoIP and Media Analysis Package provides enterprises with specialized VoIP call quality, errors and traffic analyses, as well as customer, destination, network element and carrier metrics delivered via the Empirix xCentrix network analytics platform. It intelligently correlates key data points and provides reports that enable users to evaluate performance and trends from many perspectives. For more free-form analysis, Empirix xCentrix includes a web-based interface for drilling into micro events for root cause analysis or layering multiple data points and KPIs to reveal hidden trends. It quickly manipulates large volumes of data and presents it in a way that is insightful for users across all departments and job functions.

Empirix xCentrix VoIP and Media Analysis Package offers unmatched visibility and a deeper understanding of a wide range of issues, including:

  • Contact center performance, especially as it relates to high value customer interactions
  • Cost control options, including least cost routing and resource optimization as companies evolve
  • How infrastructure investments can best enhance user experience and alleviate bottlenecks
  • Opportunities for proactively correcting issues before they can impact customers and performance
  • Conditions that degrade voice and media quality
  • Interoperability problems in complex, multi-vendor environments

"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, vice president of marketing, Empirix. "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. 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."

The Empirix xCentrix VoIP and Media Analysis Package provides organizations with a complete understanding of evolving trends and the underlying factors that impact experience, quality and performance in VoIP environments. More information is available online at http://www.empirix.com/solutions/products-services/voip-analytics.aspx.
 

Tell Us What You Think
Comment:

Name:



APC has an established a reputation for solid products that virtually pay for themselves upon installation. Who has time to spend worrying about system downtime? APC makes it easy for you to focus on business growth instead of business downtime with reliable data center systems and IT solutions. Learn more here.


 CRM Press Releases
1.   Enghouse's CCE: Product of the Year
2.   Zendesk Expansion Delivers Jobs
3.   Web Platform Ezoic Launches
4.   The Major BYOD Security Concerns
5.   Vectra Honored as 'Emerging Vendor'
Product Information and Resources for Technology You Can Use To Boost Your Business

Network Security Spotlight
New 'Backoff' Malware Slips Undetected into Retail Systems
'Malicious actors' are using a new variety of malware to access consumer payment data remotely through point-of-sale systems, according to a report from the Department of Homeland Security.
 
IBM Beefs Up Identity Intelligence Security Solutions
Big Blue is betting big on identity intelligence. IBM just acquired a private firm with security software to govern user access to apps and data across cloud and on-premise environments.
 
USB Security Flaw Lets Hackers Hijack PCs
Hackers can use the firmware that controls USB functions to take control of computers, say security experts. That means there may be a new class of attack for which there are no defenses.
 

Enterprise Hardware Spotlight
AMD's ARM-Based Opteron Out in $3K Dev Kit
It's dubbed "Seattle" and it's AMD's first 64-bit ARM-based Opteron processor. The low-power chip is being released as part of AMD’s Opteron A1100-series developer kit, and aimed at high-end data center needs.
 
Apple Updates MacBook Pros, Cuts Prices Up to $100
The popular MacBook Pro laptop line just got an update and a price cut of as much as $100. The MacBook Pro with Retina display now includes faster processors and double the memory.
 
Dell, BlackBerry Not Sweating Apple-IBM Alliance
IBM's recent move to partner with Apple to sell iPhones and iPads loaded with corporate applications has excited investors in both companies, but two rivals say they are unperturbed for now.
 

Mobile Technology Spotlight
Virgin Mobile Offers Custom Smartphone Plans
As the wireless carrier wars continue heating up, Virgin Mobile just threw the customization coal onto the fire. The firm has debuted a no-annual-contract plan with rates based on individual use.
 
Collaboration Provider Asana Revamps Mobile App
Asana, a collaboration software provider started by a Facebook founder, is now out with a rebuilt native iOS mobile app. It replaces one that even the company admits was not up to par.
 
FTC Wants Fix for 'Perfect Scam' of Mobile Cramming
The U.S. Federal Trade Commission has issued new guidelines to curb “mobile cramming,” a troublesome practice that adds unauthorized third-party charges to mobile phone bills.
 

Navigation
CRM Daily
Home/Top News | CRM Systems | Customer Service | Contact Centers | Business Intelligence | Sales & Marketing | Customer Data | CRM Press Releases
NewsFactor Network Enterprise I.T. Sites
NewsFactor Technology News | Enterprise Security Today | CRM Daily

NewsFactor Business and Innovation Sites
Sci-Tech Today | NewsFactor Business Report

NewsFactor Services
FreeNewsFeed | Free Newsletters

About NewsFactor Network | How To Contact Us | Article Reprints | Careers @ NewsFactor | Services for PR Pros | Top Tech Wire | How To Advertise

Privacy Policy | Terms of Service
© Copyright 2000-2014 NewsFactor Network. All rights reserved. Article rating technology by Blogowogo. Member of Accuserve Ad Network.