|[March 26, 2012]
Empirix Unveils VoIP Network Analytics for Contact Centers and Enterprise Unified Communications
BEDFORD, Mass. --(Business Wire)--
today announced the availability of the Empirix (News - Alert) 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 (News - Alert) (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 (News - Alert), 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 trens. 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,
Contact center performance, especially as it relates to high value
Cost control options, including least cost routing and resource
optimization as companies evolve
How infrastructure investments can best enhance user experience and
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 (News - Alert), 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
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.
Additionally, screenshots of the Empirix xCentrix VoIP and Media
Analysis Package are available at http://www.empirix.com/img/screens/Call-Error-Analyses.html.
Empirix is the recognized leader in end-to-end network performance
visibility. We help service providers, mobile operators, contact centers
and businesses master the complexities of transforming and managing
networks to enhance customer experience and create profits. The company
is uniquely able to provide a complete understanding of how customers
experience voice, video and data applications in a single solution
optimized for troubleshooting and in-depth service analysis. Through
testing, monitoring, analytics and intelligence, Empirix helps companies
around the world realize the full value of their technology investments.
For further information, please visit www.empirix.com.
Empirix, Hammer and Hammer Test Engine are trademarks of Empirix Inc.
in the United States and other countries. All other trademarks contained
herein are the property of their respective owners.
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