Emprix Improves Nortel's MPS 1000

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Emprix Improves Nortel's MPS 1000

Any product that keeps customers happy is a something worth investigating. In this case, Empirix has developed a product that monitors Nortel IVR systems and helps them become more efficient and keep customer service at it s peak.



OneSight for Contact Centers now combines automated voice transaction monitoring with built-in knowledge of Nortel MPS environments to help organizations identify potential problems faster, and shorten mean-time-to-repair

BEDFORD, Mass. - Jan. 18, 2005 - Empirix® Inc., the leader in helping organizations strengthen customer loyalty through assured Web and voice application performance, today launched a new solution to help companies manage and improve the performance of Nortel Networks MPS 1000 interactive voice response (IVR) platforms. Empirix's award-winning OneSight(TM) for Contact Centers - the industry's first end-to-end voice application management solution - now combines automated voice transaction monitoring with new OneSight Telephony Monitors that allow organizations to quickly and easily collect representative customer experience data along with application and system metrics from all elements of a Nortel MPS 1000 environment.

The resulting solution, OneSight for Nortel MPS 1000, allows customer service executives and contact center/IT operations staff to proactively pinpoint and address customer-impacting issues hidden within their technology infrastructures - issues that until now were obscured in various "black boxes." With OneSight for Nortel MPS 1000, customers can now correlate end-to-end caller experience with the health of each Nortel MPS 1000 component and its critical links to other telephony and data resources. This integrated management solution enables customers to more quickly identify and isolate probable causes of common technology issues. For example, OneSight for Nortel MPS 1000 can:
- Identify call allocation issues such as load balancing across IVRs, ports and applications - and isolate probable cause;
- Measure real-time metrics such as length of call, arrival rate, and abandons to proactively address customer-impacting problems;
- Pinpoint failures or degradation within systems, applications, databases and individual ports to reduce mean-time-to-repair and improve service-level compliance; and
- Correlate and analyze MPS 1000 application health with caller experience to prioritize performance issues impacting customers.

OneSight for Nortel MPS 1000 is part of a series of solutions for market-leading contact center systems. Empirix recently launched OneSight for Cisco ICM.

"Contact center environments are complex, and problems added by introducing VoIP and interconnected voice and data systems can be difficult to diagnose," said Bern Elliot, research director at Gartner Inc. "The traditional approach of monitoring individual boxes is no longer enough. Measuring and managing overall system performance end-to-end from the caller's perspective can ensure that all components, and the connections between those components, are working correctly so that companies get the maximum value from their self-service investments."

"OneSight for Contact Centers and our focused solutions for voice self-service and routing systems have been extremely well received," said Frank Moreno, director of Product Marketing for Contact Center Management solutions at Empirix. "They provide the caller experience perspective, which is essentially the missing link required to manage complex voice application environments and to make sense of the flood of data generated by traditional application and system management tools."

Specific components now available from Empirix for Nortel MPS 1000 environments include:
- OneSight Voice Watch
- OneSight Voice Engine
- OneSight Management Server
- OneSight Service Level Manager
- OneSight Telephony Monitor for Nortel Telephony Media Server
- OneSight Telephony Monitor for Nortel OSCAR (Open Signal Computing and Analysis Resource)

For more detail or a technical product brief, visit http://www.empirix.com/nortel, call 1-866-EMPIRIX or email info@empirix.com.

About Empirix
Empirix Inc. helps organizations strengthen customer loyalty through assured Web and voice application performance. Based on patented technologies, Empirix solutions are known for providing the deepest, most accurate insight into what customers actually experience, and enabling organizations to be proactive about identifying and addressing potential technology problems before customers are impacted. Empirix has thousands of customers around the world, with operations throughout North America, Europe and Asia. To learn more, visit www.empirix.com or call 1-866-EMPIRIX.

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