It’s no surprise that companies large and small are looking to cloud-based technologies to help them solve modern business challenges and reduce operational costs. But the reality is that IT professionals must be thoughtful about which hosting and deployment strategies are best for their businesses.
With unlimited access to information, today’s customers are educated. They know what they want, they want it fast and loyalty is optional. In fact, 47% of customers will take their business to a competitor within 24 hours of having a negative experience.
We’ve already discussed the benefits of leveraging DevOps in your contact center. Now we’ll cover how to get started. The transition can be challenging, especially for enterprises with rigid processes, but the positives greatly outweigh the negatives.
With customers at the heart of every company, organizations who align their business strategies with the evolving demands of their customer base have an advantage. Nowhere is this more true than in contact center environments, which carry the burden of providing a quality customer experience when it is most needed. Automated end-to-end testing and monitoring detects and prevents issues across your contact center IVR applications, infrastructure and networks before your customers are affected. Why put customer experience at risk?
Empirix, Inc., the recognized leader in contact center assurance and end-to-end network performance visibility, today announced that its VoiceWatch cloud-based monitoring service detected a service disruption in one of the nation’s largest toll-free networks and notified affected Empirix customers within seconds of the disruption occurring.
Empirix has expanded its portfolio of contact center test and monitoring solutions through a partnership with change management solutions company blackchair Limited, the company announced today. Integrating blackchair’s Spotlight change management suite with Empirix’s existing contact center test and monitoring solutions will enable organizations to improve customer experiences, take operational processes to the next level of maturity, reduce costs and mitigate risk with faster, more rigorous configuration release management and agnostic auditing. Organizations will now be able to quickly detect problems and trace them back to changes in the contact center environment.
Empirix has developed a first-of-its-kind conference bridge monitoring solution – Empirix Conference Bridge Monitoring (CBM) – which monitors conference bridges to proactively ensure high-quality connections for business-critical conference calls.
The Conference Bridge Monitoring Solution’s innovative new voice-based conference quality management model is a significant departure from conventional conference bridge monitoring.
Empirix today announced the general availability of Empirix OneSight 9.0, a robust performance monitoring solution that includes capabilities for setting sophisticated alerts and action plans for voice quality and network systems issues, as well as contact center and unified communications application problems.
Like end-to-end testing, monitoring can be grouped into key categories. This will enable you to better focus on issues to get them resolved quickly, with minimal impact to the customer experience.