Contact CenterCorporateMonitoring

Enabling High Quality Voice as a Service for inContact

Voice as a Service (VAAS)

Empirix today announced that its IntelliSight solution has been deployed by inContact to monitor the voice connection quality of inContact’s new Voice as a Service (VaaS) offering. This comprehensive monitoring will include detailed reporting of the mean opinion score (MOS) to inContact and its customers. The VaaS announcement was part of inContact’s Fall 2015 (external link) release of its cloud contact center platform at the annual inContact User Conference (ICUC) in October. VaaS represents a significant opportunity for inContact to leverage both its carrier-grade infrastructure and cloud contact center platform to provide a comprehensive solution for customers.

To help provide visibility across the network and ensure the best possible quality for voice calls, inContact turned to Empirix for its expertise in network performance monitoring and reporting. The solution integrated within the inContact platform is comprised of E-XMS and IntelliSight. E-XMS is a probe-based monitoring system deployed at key points in the network to follow communication events from start to finish, regardless of network technology or service delivery method. As a result, E-XMS delivers clarity around the complex factors affecting customer experience and overall network performance. IntelliSight is an advanced reporting and analytics platform that enables smarter decisions by transforming multiple streams of network, customer, and operational data into actionable intelligence. This combination provides inContact with the ability to monitor and manage its environment at a granular level, ensuring high quality customer experiences and impressive MOS score results. Currently, inContact’s average MOS score is 4.4 out of 5, meaning inContact customers have near optimal experiences and clarity with their voice connections.

“Our new Voice as a Service offering builds on inContact’s unique strength as the only contact center provider with a global, carrier-grade network,” said Paul Jarman, CEO of inContact. “Voice is a critical channel for customer satisfaction and quality interactions. We turned to Empirix to provide standard industry benchmarks, expanded monitoring tools and a best-in-class voice quality offering for contact centers.”

“inContact is a recognized innovator in the cloud contact center space that has made a strong commitment to delivering high quality service to its customers,” stated Kambiz Vahdani, Empirix VP Sales, Americas. “Empirix solutions play a critical role in enabling inContact to monitor and manage the VaaS environment to ensure the best possible customer experience. By leveraging IntelliSight, inContact will be to provide its contact center customers with unparalleled visibility and performance.”