Empirix, the market leader of service quality assurance solutions for new IP communications, today announced that Angel.com, a leading provider of cloud based customer engagement solutions delivered via a Software-as-a-Service (SaaS) platform, selected Empirix’s VoiceWatch Monitoring solution, as well as the Hammer Test Engine, to test, monitor and measure network performance in real-time.
Angel.com assists more than 1,600 enterprise focused customers worldwide power customer experience, marketing and sales needs through solutions that enable quick deployment of voice, SMS, chat and business intelligence applications. Angel.com solutions are delivered via a SaaS platform, giving customers an easy-to-use Web-based interface that allows them to build applications and call flows as needed. Additionally, the SaaS delivery platform enables customers to avoid investing in any additional hardware, software or human resources.
“Angel.com has always put the caller first, highlighting the importance of reducing network downtime,” said Prakash Durgani, vice president of engineering and operations, Angel.com. “We need a system that provides real-time reporting, enabling us to quickly identify a network or voice feature issue before it impacts the customer. By integrating the Empirix VoiceWatch Monitoring solution and the Hammer Test Engine we can do exactly that and be confident that we are providing our customers with high quality service.”
VoiceWatch CX Monitoring
Empirix’s VoiceWatch Monitoring solution is the industry’s leading managed voice Customer Experience Monitoring service. It enables users to monitor the performance of voice applications and infrastructure across the network from the caller’s perspective. Voice Watch measures carrier performance, host and database response times, prompt correctness, dynamic data accuracy, call quality, call routing, queue times, screen pop accuracy and timeliness. Monitoring and managing from the caller’s perspective allows users such as Angel.com to quickly identify and resolve performance issues, which leads to an improved customer experience and reduced costs.
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“Empirix solutions provide peace-of-mind as they assure end-to-end network quality,” said Tim Moynihan, vice president of marketing, Enterprise business unit, Empirix. “By emulating realistic end-user behavior, our reporting capabilities provide real-time data, helping organizations identify any issues that may exist before the end-user is ever affected. By using our solutions to ensure voice quality from end-to-end, Angel.com is demonstrating their commitment to customer satisfaction.”
Hammer Test Engine
Empirix’s Hammer Test Engine is an industry standard solution for testing contact center applications and performing feature, regression and load testing of contact center applications, thus assuring the network will stand up to real-world loads and scenarios.
Empirix is the recognized leader in end-to-end network performance visibility with the unique ability to analyze customer behaviors by application in real time. We help service providers, mobile operators and enterprises optimize business processes to reduce operational costs, maximize customer retention and grow top-line revenue. Through monitoring, analytics and intelligence, Empirix helps companies around the world realize the full value of their technology investments.
Empirix is a trademark of Empirix, Inc. in the United States and other countries.
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