Empirix, inContact Join for ‘Better Sound’

December 22, 2015

It doesn’t matter how quickly an operator picks up a customer call in a contact center. If the voice quality if less than stellar, an agitated customer will fast become a disgruntled one.

That might be one reason why cloud contact center leader inContact has joined forces with Empirix (NewsAlert) to deploy the latter’s IntelliSight solution. Empirix’ solution underpins the ability to validate performance of its new Voice as a Service (VaaS) offering and provide greater levels of transparency to customers.

The plan is for Empirix to monitor the voice connection quality of inContact’s 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 recent release of its cloud contact center platform at the annual inContact User Conference (ICUC). 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.

“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.”

According to both companies, 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.

“Empirix solutions play a critical role in enabling inContact to monitor and manage the VaaS environment to ensure the best possible customer experience,” said Kambiz Vahdani, Empirix’ VP of Sales for the Americas. “By leveraging IntelliSight, inContact will be to provide its contact center customers with unparalleled visibility and performance.” 

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