Empirix, a provider of service quality assurance solutions for new IP communications, has announced that Angel.com selected its Voice Watch Monitoring solution, as well as the Hammer Test Engine, to test, monitor and measure network performance in real-time.
Angel.com, is a provider of cloud-based customer engagement solutions delivered via a SaaS (News - Alert) platform.
"Angel.com has always put the caller first, highlighting the importance of reducing network downtime," Prakash Durgani, vice president of engineering and operations at Angel.com said
Durgani also noted that the company needed a system that provided real-time reporting so they can quickly identify a network or voice feature issue before it impacts the customer.
"By integrating the Empirix (News - Alert) Voice Watch Monitoring solution and the Hammer Test Engine we can do exactly that and be confident that we are providing our customers with high quality service," Durgani said.
Empirix's Voice Watch Monitoring solution makes it possible for users to monitor the performance of voice applications and infrastructure across the network from the caller's perspective.
According to officials with Empirix, 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.
With monitoring and managing from the caller's perspective, Angel.com is able to identify and resolve performance issues, which lead to an improved customer experience and reduced costs.
In addition, Empirix's Hammer Test Engine is an industry standard solution for testing contact center applications and performing feature, regression and load testing of contact center applications, said company officials.
"By using our solutions to ensure voice quality from end-to-end, Angel.com is demonstrating their commitment to customer satisfaction," said Tim Moynihan (News - Alert), vice president of marketing for Enterprise business unit at Empirix.
Moynihan added that by emulating realistic end-user behavior, the company's reporting capabilities provide real-time data, helping organizations identify any issues that may exist before the end-user is ever affected.
Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu's articles, please visit her columnist page.Edited by Stefania Viscusi