Contact CenterCorporateCustomer ExperienceNews

Avaya and Empirix to Deliver Performance Monitoring Offering

Partnership

Empirix Inc., a market leader of service quality assurance solutions for end-to-end comprehensive customer experience management of mobile broadband and IP-based communications systems, today announced an expanded agreement with Avaya, a global provider of business communications and collaboration solutions and services. With this agreement, Empirix quality assurance solutions will be made available within the Avaya Performance Assurance Services portfolio. This recognizes the critical need for solutions capable of managing network performance in multivendor environments.

Avaya’s professional services division is leveraging several Empirix innovations to round out its portfolio of Performance Assurance Services. The expanded agreement specifically focuses on Avaya’s upcoming Performance Monitoring offering, which delivers a unique combination of active and passive monitoring techniques to fully assess voice quality, performance and user experience across businesses and contact centers. This helps ensure availability and controls operational costs across all locations, vendors, applications and technologies. Additionally, organizations can save time and effort in determining where problems are, thereby reducing the mean time to recovery (MTTR).

“Multivendor communications environments are consistently evolving, creating a greater demand for assurance solutions that deliver on their performance promise,” said Brian Carmichael, U.S. Theater Lead, Avaya Professional Services. “Avaya is dedicated to providing continued customer satisfaction with a services continuum throughout the customer deployment lifecycle. This joint offering with Empirix helps us to deliver on that promise by providing customers with a solution to effectively manage voice quality by delivering a quality-driven contact center experience.”

Empirix’s comprehensive monitoring solutions can lead to significant return on investment (ROI) for their customers. For example, a major international telecommunications company saved almost one million dollars by decreasing the time spent troubleshooting problems. Additionally, a U.S. brokerage firm saved nearly $400,000 by avoiding additional agent talk time due to voice quality issues.

“Empirix’s comprehensive approach to proactively managing service issues has a significant impact on the quality of a customer’s experience,” said John D’Anna, CEO of Empirix. “Monitoring today’s complex networks is a massive challenge. Empirix solutions assure a high-quality customer experience which is invaluable to a business’ bottom line. We look forward to the continued partnership with Avaya as they deliver end-to-end monitoring solutions to organizations worldwide.”

About Avaya

Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, data solutions and related services to companies of all sizes around the world. For more information please visit www.avaya.com.

About Empirix
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.

Media Contact:
Jennifer Walsh
Marketing Manager
+1-978-313-7112
jwalsh@empirix.com