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.
In February, a major service provider’s network experienced data and telecommunications issues that, if left unchecked, had the potential to impact consumer access to contact centers of all sizes and industries, including those run by major airlines, roadside assistance service providers, and financial institutions. The business impacts of these service interruptions would have been significant if not for the intervention of Empirix’s industry-leading monitoring technology.
Toll-free numbers traveling through this network experienced a significant routing issue and, as a result, calls were not reaching business’ contact centers and their operators were unaware of the service outage. Consumers attempting to access a number of contact centers would have been denied access, introducing significant reputational, financial, and other risks to those contact centers’ business operations.
Empirix VoiceWatch immediately detected the interruptions in network service and accurately pinpointed the root cause in the service provider network, eliminating the need for internal resources to validate SIP trunks or internal data center technology. As a result, affected businesses were able to quickly reprovision call routing to reestablish connectivity with consumers, minimizing negative impacts.
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.
More on contact center assurance
How to stay in control of service quality with an at home workforce Day-to-day life has enough challenges. Throw in a worldwide pandemic and our lives are instantly turned upside…
As companies continue transitioning their contact centers to the cloud, legacy infrastructures fail to support newer channels such as social media and chatbots. This helps fuel explosive growth in the…
The hot topics at Avaya ENGAGE have stuck around the last few years: the shift from on-premise to cloud, mobility, the rise of video, the growth of partnerships and ecosystems….
There are now more than 5 million cloud-based contact center agents working as organizations take advantage of emerging technologies, according to a new study by Synergy Research Group. The number…