Empirix (News - Alert), which helps organizations adopt complex communications solutions with confidence, recently announced it achieved the status of Developer Partner in the Nortel (News - Alert) Developer Program.
The Massachusetts-based company now carries the distinction of being a Nortel Compatible Product and expects each to work more closely in identifying, delivering and promoting enhanced solutions for mutual customers, said Phil Odence, vice president of business development at Empirix.
"The benefits from collaborations like this translate into real value for customers,” said Odence.
Last week, Empirix demonstrated its Voice Watch’s capabilities at the International Nortel Networks Users Association (INNUA), an exclusive forum for Nortel customers and business partners.
“Voice Watch allows companies to be more proactive and conduct around-the-clock monitoring of contact center and self-service systems,” said Odence. “This type of 24/7 availability ensures that systems are operating at full effectiveness at all times, enabling users to solve problems faster. The result is a better customer experience and improved customer loyalty.”
Voice Watch is a proactive customer experience management solution that monitors the end-to-end performance of the Nortel Contact Center Manager Server (CCMS) and/or Media Processing Server 500 (MPS) from the caller’s perspective from the PSTN, through the IVR, and out to an agent. With regular periodic calls, Voice Watch measures carrier performance, host and database response times, prompt correctness, dynamic data accuracy, call quality, call routing, queue times, screen pop accuracy and timeliness.
“As an element of Nortel’s Proactive Monitoring Service, Voice Watch provides early notification and ongoing call quality monitoring for potential issues impacting our customers’ contact center environments, said Ron Anderson, Contact Center Services at Nortel.
Voice Watch Release 5.0 was tested in a Nortel lab facility and verified as compatible with Nortel's CCMS Contact Center Manager Server Release 6.0 and Media Processing Server 500 Release 3.0, according to both companies.
The Contact Center Manager Server provides skill-based routing, call treatment flexibility, real-time displays, historical reporting, and comprehensive management empowering contact center managers with the tools and agility to deliver unique and unprecedented care to their customers.
Media Processing Server 500 is the ideal self-service solution for medium-sized Enterprises and small Service Providers. This full-featured, competitively priced solution provides an advanced suite of capabilities including a full portfolio of Advanced Speech solutions, VoiceXML (News - Alert), and SIP. The integration packages and native interfaces enable Media Processing Server 500 to seamlessly integrate with numerous CTI (News - Alert) applications for fast, intelligent call routing.
Tim Gray is a Web Editor for TMCnet, covering news in the IP communications, call center and customer relationship management industries. To see more of his articles, please visit Tim Gray’s columnist page.
Don't forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users.