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Ixia Improves Call Center Reliability with New Contact Center Solution

By Monica Gleberman
Contributing Writer

Ixia (News - Alert) has added a new solution to its product line called Ixia Chariot Contact Center. The solution is designed to help contact centers offer an increase in network reliability during peak times when they see a spike in demand. Additionally, the solution will also offer higher security capabilities to keep the call center and data safer against a TDoS attack.

“Poor customer service experiences can quickly turn viral and damage a company’s reputation, and untested infrastructures along with the effects of increasing targeted telephony denial of service (TDoS) attacks can lead to significant losses of loyal customers and sales,” said Ixia in a statement.

“The Chariot Contact Center solution’s fast, easy-to-use testing validates the reliability of contact center networks and mitigates current infrastructure concerns. The resulting actionable insights enable an enterprise to know, not guess, how the contact center will respond during the most important customer engagement seasons and the times most vulnerable to malicious attacks,” the company added.

The new solution will validate IVR menus, measure quality of experience, model contact center traffic, test automatic call distributors, verify emergency call systems and robot calls, create a call tree of any volume and run multiple simulated scenarios to assess and validate the network’s reliability, and even give customers access to an intuitive web-bases user interface. The solution will also help to fight against attacks.

“SecureLogix helps protect many contact center environments from TDoS attacks, which involve burst calls meant to flood and overwhelm corporate voice resources,” said David Heard, SecureLogix vice president of product management and marketing.

“Ixia’s solutions are an important component of TDoS prevention, allowing an enterprise to stress-test its infrastructure, profile its vulnerability level to TDoS and better ensure business continuity.”

Customers will get their first glimpse at the brand new Chariot Contact Center solution during ACCE 2013 in Seattle, WA.

Edited by Rich Steeves

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