Empirix VoIP Monitoring Assures Voice Quality

Bedford, MA-based Empirix (News - Alert), a provider of VoIP monitoring solutions, recently released the OneSight Voice Quality Assurance solution - providing enterprises with a way to optimize their IP telephony networks by actively monitoring bi-directional voice quality across multiple geographically dispersed sites.

 

During a recent Podcast, I spoke with Walter Kenrick, director of Product Management at Empirix to find out more about voice monitoring and some of the major uses and benefits of the company’s new offering.

 

According to Kenrick, one of the most important criteria the company hears from customers is how, when they’re switching from a TDM environment to an IP Telephony environment, do they ensure that after they’ve tested everything out with Empirix products and validated that the network is ready to go, how do they ensure day 2 voice quality will remain as good as when they tested it.

 

“People expect the calls to come through, in a very seamless way,” Kenrick said. “They expect the voice quality to be there.”

 

With the new OneSight Voice Quality Assurance solution Empirix is able to, “emulate that customer experience as it goes through all of those network infrastructures components, to really help validate that the IP Telephony environment is working,” Kenrick said.

 

In addition poor voice quality can result in a poor IP telephony implementation, and that can result in poor customer satisfaction scores – which leads to lost revenues and customers being fed up with trying to communicate with the company.

 

“In today’s economic times,” Kenrick said, “it’s really important to have a strong focus on voice quality to make sue that customers calling into agents are able to communicate effectively. And only by actively monitoring the voice quality in the network, can the IT staff and the business really get a comprehensive view of how that voice quality is having on the customer experience.”