ThinkTel Implements Empirix's Hammer XMS
August 11, 2008
By Anuradha Shukla, TMCnet Contributor
ThinkTel, a provider of wholesale voice over broadband solutions and advanced voice applications for Canadian ISPs, IT integrators, cable operators, and carriers, has reportedly implemented Empirix’s (News - Alert) Hammer XMS.
As a carrier-class monitoring solution, Empirix's Hammer XMS ensures the reliability and quality of next-generation services. By using Hammer XMS, Network Engineering, Planning, Operations and Customer Care teams can more efficiently and rapidly deploy new services and maintain their current services with higher quality at a lower cost.
The Empirix solution was chosen to analyze VoIP signaling and network troubleshooting, helping ThinkTel to reduce support and resolution times and improve its overall network quality. ThinkTel experienced rapid growth over the last five years, and thus recognized the need to conduct more call analysis. Empirix sources inform that ThinkTel began using Empirix's Hammer XMS and has since relied upon the VoIP diagnostic tool to provide a complete, clear and accurate picture of what was happening for every call in the network at any given point in time.
The unique solution by Empirix immediately delivered results and within only two months ThinkTel noticed how Hammer XMS was able to augment its operational efficiency. While problem resolution rates increased by 40 percent, there was a reduction in per call problem identification time of ten minutes. ThinkTel was also able to send call diagnostics directly to the customer and share complete and detailed information about the cause of the issue.
ThinkTel President and CEO, Dave Damer, stated that after reviewing several diagnostic and monitoring options, it was clear Empirix's Hammer XMS solution was the most comprehensive offering that fit their needs. With Hammer XMS, first time problem resolution numbers are up and they’ve also been able to use Hammer XMS as a sales and marketing tool since it demonstrates very clearly their capability to diagnose, identify and resolve issues.
Gordon Eddy (News - Alert), senior director, product management at Empirix, noted that Hammer XMS enables organizations to be more effective with sophisticated VoIP monitoring methods, such as call correlation, per call statistics and diagnostics.
According to Eddy, implementing these types of advanced diagnostic techniques can make a tremendous difference in productivity for companies like ThinkTel. Empirix’s products have been designed with the customer experience in mind, so they’re happy to be able to help ThinkTel in its continuing efforts to ensure its customers are satisfied.
Founded in 2003, ThinkTel is a provider of wholesale voice over broadband solutions and advanced voice applications.
Empirix helps organizations adopt complex communications solutions with confidence.
Earlier this week speech technologies provider, Intervoice (News - Alert), selected the Empirix VoiceWatch network monitoring system that has the ability to monitor the end-to-end performance of voice applications and infrastructure from the caller’s perspective—from the PSTN, through the IVR, and out to an agent.
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Anuradha Shukla is a contributing editor for TMCnet. To read more of Anuradha’s article, please visit her columnist page.