Empirix Debuts VoIP Analytics for Call Centers, Enterprise UC

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Empirix has made available its xCentrix VoIP and Media Analysis Package, a solution designed for identifying and predicting key customer, service and operational trends in voice over IP (VoIP) networks, contact centers and Unified Communications (UC) infrastructures.

The package transforms data into key metrics and intelligence that deliver significant value for companies looking to provide a better user experience, communicate more efficiently, find new opportunities to profit and realize the full value of their technology investments, Empirix said.

“Customer care and marketing professionals already know how important speech and data analytics are for promoting good customer experience, but they have yet to link analysis of network data to customer care objectives," said Dan Miller, senior analyst, Opus Research. “Empirix xCentrix VoIP and Media Analysis Package helps executives understand the VoIP traffic flowing through their networks, customer care resources and contact centers to identify and address the issues that impact customer satisfaction, retention and profitability." 

The VoIP and Media Analysis Package provides enterprises with specialized VoIP call quality, errors and traffic analyses, as well as customer, destination, network element and carrier metrics delivered via the Empirix xCentrix network analytics platform. It aims to intelligently correlate key data points and provide reports that enable users to evaluate performance and trends from many perspectives. For more free-form analysis, Empirix xCentrix includes a Web-based interface for drilling into micro events for root cause analysis or layering multiple data points and KPIs to reveal hidden trends. It quickly manipulates large volumes of data and presents it in a way that is insightful for users across all departments and job functions, the company said.

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