Speech technologies provider Intervoice (News - Alert), has announced it implemented the Empirix VoiceWatch network monitoring system.
A customer experience management solution, VoiceWatch monitors 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.
Scott Manghillis, senior manager of hosted solutions at Intervoice said that when his company was evaluating voice monitoring systems, Empirix (News - Alert) proved to be the “most capable” of addressing the company’s business needs.
Intervoice selected Empirix's VoiceWatch monitoring solution because it improves caller Quality of Experience (QoE) along with providing real-time access to current and historical data to benchmark.
In addition, the monitoring system sends notifications based on any condition through threshold and alerting capability as well as prevents technology issues from impacting Key Performance Indicators (KPIs).
Through regular periodic calls, VoiceWatch measures carrier performance, host and database response times, prompt correctness, dynamic data accuracy, call quality, call routing, queue times, screen pop accuracy and timeliness.
Officials pointed out that if a problem is detected, VoiceWatch alerts the correct technical resource to report the location and nature of the performance issue.
Manghillis said that in addition to the obvious product benefits his company gets with VoiceWatch, another “tremendous advantage” to working with the company is its outstanding account management team.
“They are knowledgeable and accessible, and have proven to be a true partner in our co-development process as we work to increase our market share,” he said.
“As Intervoice uses our VoiceWatch monitoring system to beef up its network operations center, this is yet another example of how we help customers identify and alert call engineers about pressing issues, and scale accordingly as companies grow,” said Phil Odence, vice president of business development at Empirix.
Anshu Shrivastava is a contributing editor for TMCnet. To see more of her articles, please visit her columnist page.