SOURCE: Empirix Inc.

August 05, 2008 08:05 ET

Intervoice Selects Empirix VoiceWatch for Network Monitoring From the Caller's Perspective

VoiceWatch Service Used as Core Technology for Intervoice Network Operations Management

BEDFORD, MA--(Marketwire - August 5, 2008) - Empirix® Inc., which helps organizations adopt complex communications solutions with confidence, announced today that Intervoice, Inc., a provider of best-in-class voice and data solutions to enterprise and network service providers in more than 80 countries, has implemented the Empirix VoiceWatch(SM) network monitoring system. VoiceWatch offers customer experience monitoring that tracks the end-to-end performance of voice applications and infrastructure from the caller's perspective -- from the IVR all the way out to an agent.

According to Scott Manghillis, senior manager of hosted solutions at Intervoice, VoiceWatch has been a major factor in turning Intervoice's fault management group into a world-class performance management network operations center.

"When we were evaluating voice monitoring systems, Empirix proved to be the most capable of addressing our unique business needs," said Manghillis. "In addition to the obvious product benefits we get with VoiceWatch, another tremendous advantage to working with the company is its outstanding account management team. They are knowledgeable and accessible, and have proven to be a true partner in our co-development process as we work to increase our market share."

Intervoice is a market leader in the delivery of personalized, multi-channel automated information solutions that connect people with information, empowering them to control the way they interact with a business. The company's voice solutions result in improved operational efficiencies, new revenue streams, and, most importantly, enhanced customer satisfaction. The company chose Empirix's VoiceWatch monitoring solution because it offers the following benefits to both Intervoice and its customers:

--  Improves caller Quality of Experience (QoE); reduces caller
    frustration;
    
--  Provides real-time access to current and historical data to benchmark
    and manage performance and identify persistent bottlenecks;
    
--  Sends notifications based on any condition through flexible threshold
    and alerting capability, enabling users to proactively fix issues before
    they impact the business;
    
--  Prevents technology issues from impacting Key Performance Indicators
    (KPIs);
    
--  Provides visibility into the end-to-end customer experience; and
    
--  Compliments existing management tools with the voice customer
    experience perspective.
    

VoiceWatch is a proactive customer experience management solution that monitors the end-to-end performance of voice applications and infrastructure from the caller's perspective -- from the PSTN, through the IVR, and out to an agent. With regular periodic calls, VoiceWatch measures carrier performance, host and database response times, prompt correctness, dynamic data accuracy, call quality, call routing, queue times, screen pop accuracy and timeliness. If an emerging problem is detected, VoiceWatch immediately alerts the appropriate technical resource to report the location and nature of the performance issue.

"As Intervoice uses our VoiceWatch monitoring system to beef up its network operations center, this is yet another example of how we help customers identify and alert call engineers about pressing issues, and scale accordingly as companies grow," said Phil Odence, Empirix vice president of business development. "We always treat our customers as partners, and it's clear that Intervoice values Empirix in that role. We're looking forward to a successful and long relationship."

About Empirix

Empirix helps organizations adopt complex communications solutions with confidence. We combine the industry's deepest knowledge of telecommunications and self-service applications with award-winning testing and monitoring solutions to ensure our customers realize the promise of their technology investments. Empirix is the only company with expertise that spans the evolution of these advanced technologies across multiple markets -- from testing in R&D labs through monitoring the end-user experience. For over a decade, thousands of quality-conscious network equipment manufacturers, service providers and enterprises worldwide have trusted Empirix to reduce the time and cost of integrating new technologies into existing environments. Visit www.empirix.com.

Empirix and VoiceWatch are trademarks or registered trademarks of Empirix Inc. in the United States and other countries. All other trademarks contained herein are the property of their respective owners.

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