Empirix Assures Amtrak with Best Voice Quality

By Calvin Azuri, TMCnet Contributor

Amtrak’s traditional voice network will be consistently monitored with the Empirix OneSight Voice Quality Assurance solution. Voice quality issues will therefore be identified and prevented by Amtrak before they negatively impact the customer. An announcement in this regard has been made by the top provider of service quality assurance solutions for new IP communications; Empirix (News - Alert), Inc.

Amtrak provides America’s nationwide passenger railroad service. Amtrak will be able to proactively manage voice quality with the OneSight Voice Quality Assurance solution. Amtrak’s telephony servers will also be able to proactively manage the quality of experience or QoE for customers on a 24/7 basis.

Over 500 destinations in 46 states are served by Amtrak. Amtrak also serves three Canadian provinces. Amtrak has more than 21,000 miles of tracks with over 74,000 customers riding an Amtrak train each day. The Amtrak contact center which operates 24 hours every day has over 45,000 customers calling each day. Amtrak therefore places more importance on providing high customer QoE due to the high call volume.

In a press release, Rob Early, lead IVR engineer for Amtrak, said, “In an industry where the competition is stiff, we compete with various methods of travel, land and air alike, it is imperative that we ensure a high quality customer experience. Amtrak needed a proactive approach to manage voice quality and the quality of the customer experience across our network, while also controlling costs.”

Early added the company had evaluated numerous solutions. Many aspects of caller behavior are fully emulated only by Empirix. The overall health of specific components across the telephony servers can be monitored by this solution. Amtrak’s promise of delivering the best QoE to the customers is delivered with Empirix.

The actual call experience is measured and reported by the OneSight Voice Quality Assurance solution from Empirix. Telephony managers are provided with a unique, real-time view of the server by identifying voice quality issues. Organizations are able to see a realistic view of their telephony servers with the use of a preset dashboard. Organizations can therefore easily identify voice quality issues and also fix them in a timely fashion. Organizations can not only prevent end-user frustration but also enhance the customer QoE.

(source: http://www.tmcnet.com/channels/voip-monitoring/articles/113294-empirix-assures-amtrak-with-best-voice-quality.htm)