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Empirix Presentation at NECCF

Empirix Presentation at NECCF

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  • Containment & Triage – Reduce containment time and let them be more efficient in triagingAutomate (Repeatable & Quantitative) – Automating test calls and monitoring the customer experience lets Fran’s group Removes Human Perception & Delay in Recognition – Holistic Visibility – trends in performance
  • By definition, a circuit switched call opens an exclusive bidirectionallink between the two parties for the duration of the call and the quality is largelydeterministic. This is our benchmark and is known as ‘toll quality.’ Conversely, with a VoIP call, voiceinformation is split up into ‘packets’ that are intermixed with other data packets on the sameconnection. This enables a much more efficient utilization of resources but is potentially verydetrimental to the voice quality. For example, congestion of the IP network can cause packet loss, callrefusals and long call latency.
  • **Note for Hammer at Your Service: We are the only vendor who can provide both hosted and onsite testing as part of the solution. Other competitors can do one or the other but not both. This capability is what allows us to test all types of unique and highly complex environments.
  • Read a few benefits This solution differs from other solutions
  • In two ways: On the business side, Empirix Testing as a Service™ is based on a flexible expense and flexible deployment models. On the technology side, Empirix Testing as a Service™ addresses additional test scenarios because Empirix can deploy our award-winning Hammer Test Systems™ and Hammer G5™ call generators to the customer premises. As a result, Empirix Testing as a Service™ solutions can completely saturate a contact center infrastructure, measure 2-way voice quality, test interoperability of new IP technologies and transmit non-voice media (video, IP fax etc).These business and technology differentiators are key in successful execution. Let’s look at two other examples of where Empirix Testing as a Service helped customers achieve their goals: one from the retail industry and the second from the utility industry >next slide>
  • Great Technology – “unrivaled production innovation”Best breadth products and services in its space; known for depth and flexibilityHammer Test Engine™ - worldwide de-facto standard, 30+ patents issued/filedEmpirix / Hammer products are known for quality, reliability, and performanceGreat People – “unmatched expertise applied”Deep technical expertise: this is all we know, longer than anyone else (since 1992)Industry-leading professional services team: from test engineering to custom development to project managementWe’re simply easy to work with; we stay agile & flexible to better serve our customersGreat Culture – “unabashed customer intimacy”We’re obsessive about understanding and meeting customer needsConsultative approach: we listen, then propose tailored solutions to real problems (“we get paid to solve problems, not to sell products”)Proven track record of making our customers successful* Agilent, Tektronix, IQ Services, Spirent, Ixia, roll-your-own-initiatives

Empirix scrolling presentation for neccf event 052110 Empirix scrolling presentation for neccf event 052110 Presentation Transcript

  • Global headquarters in Bedford, MA USA
    Regional headquarters in Europe (UK) and Asia (Japan)
    Industry pioneer, originally as Hammer Technologies, founded 1992
    Strong balance sheet; no debt
    Company Overview
    Empirix leads the market in service quality assurance solutions for new IP communications
  • Discover and remedy customer and agent impacting issues before deployment
    Save Costs: less expensive and easier to address problems prior to go-live
    Mitigate the risk of network failure
    Reduce time to deployment
    Proactively identify customer and agent impacting events in production
    Be confident about quality of experience
    Avoid outages
    Minimize the impact of outages and slowdowns
    Gain measurable returns
    Improved customer and agent satisfaction
    Reduce customer churn
    Shorten time to profitable business operations
    Reduced toll charges and infrastructure costs
    Increased service level compliance
    Customer Value Proposition
  • Addressing Contact Center Goals
    • Cost reduction
    • Customer quality experience
    CRM
    CTI
    CTI
    IVR
    IVR
    IVR
    PBX
    PBX
    PBX
    PBX
    Carrier
    Carrier
    Carrier
    Carrier
    Carrier
    Customer Experience
    • Pre-routing
    • Fast busy
    • Ring NA
    • Dropped calls
    • Excessive silence
    • Wrong/slow response
    • Host query
    • Config issues
    • Routing
    • No data
    • Wrong data
    • Slow data
    • Slow screen pop
    • Agent desktop performance
    Ensuring the End-to-End Customer Experience
    IVR Performance
    CTI/Routing Performance
    End to End Performance and Voice Quality
  • Getting it Right the First TimeBest Practice
    Test Methodology
    • Focus on true customer and agent experience performance testing
    • Test end-to-end: carrier, PBX, IVR, CTI, CRM, Call Manager, and agent endpoints
    • Test through the layers: a phased approach
    Phase
    1 – Test the infrastructure
    2 – Test voice self-service
    3 – Test CTI routing
    4 – Validate desktop screen-pop
    Best Practice for Testing Contact Center Deployments
    • Validate the Contact Center deployment from the customer perspective through the layers of infrastructure and application
    • Isolate performance issues at the tested layer and avoid the “needle in a haystack” approach to troubleshooting problems
    • Ensure that the invested technology delivers the expected customer experience to their customers
  • Phase 1Testing the Infrastructure
    Benefits
    • Confidence in foundational elements working properly
    • Happy customers
    • Their calls get through with high voice quality
    Infrastructure
    Testing Scenarios
    • Carrier/switch capacity
    • Load balancing
    • Voice quality (VQ)
    • Data impact on VQ
    Testing Measurements
    • Calls per minute
    • Calls connected, busy, ring and no answer
    • Two-way audio
    • PESQ VQ scoring
    • Jitter, dropped/duplicate packets, etc.
    Vulnerability
    • Over load
    • Security and attacks
    Carrier Capacity, Infrastructure Capacity, QoS, Data Security
    Voice Gateway
    Voice Switch
    Hammer Technology
    Voice Quality
    VQ Agent
    Data
    IP Phones
    IP Network
    Carrier
    Attacks
    Data
    Edge Technology
    Attacks
  • Infrastructure
    Voice Self-Service
    Testing Scenarios
    • IVR busy hour/cay
    • Speech recognition accuracy
    • IVR failover
    • Hosted IVR platform
    Testing Measurements
    • Prompt recognition
    • Time to connect
    • Time to greet
    • Prompt/database response time
    Carrier Capacity, Infrastructure Capacity, QoS, Data Security
    Licensing, App Server Load, Backend Host Availability
    Voice Gateway
    Voice Switch
    Voice Portal
    Hammer Technology
    Voice Quality
    VQ Agent
    Data
    VXML IVR Applications
    Speech Recognition
    Backend Host
    Text-to-Speech
    IP Phones
    IP Network
    Carrier
    Benefits
    • Confidence in not having to involve an agent
    • Happy customers – satisfaction without having to speak with an agent
    • Happy management – no agent involvement; reduce costs
    IVR Application Testing
    Attacks
    Data
    Edge Technology
    Attacks
    Phase 2Testing Voice Self-Service
  • Phase 3Testing CTI Routing
    Testing Scenarios
    • IVR-to-CTI integration
    • Default routing
    • CTI failover
    • Hosted CTI platform
    Testing Measurements
    • Calls answered by virtual agents
    • CTI attached data passed
    • CTI key/value comparison to CED
    Voice Self-Service
    CTI Routing
    Infrastructure
    Call Transfer, CTI Attached Data Proper Routing
    Carrier Capacity, Infrastructure Capacity, QoS, Data Security
    Licensing, App Server Load, Backend Host Availability
    Voice Portal
    Voice Gateway
    Voice Switch
    Routing Infrastructure
    Hammer Technology
    Voice Quality
    VQ Agent
    Data
    VXML IVR Applications
    Speech Recognition
    Backend Host
    Text-to-Speech
    IP Phones
    IP Network
    Carrier
    CTI Adapter
    IVR Application Testing
    Attacks
    Benefits
    • Confidence in routing infrastructure
    • Positive customer experience with reduced costs
    Data
    CTI Testing
    CTI VAS
    Edge Technology
    Attacks
  • Phase 4Desktop Screen-pop Validation
    CRM Desktop
    Voice Self-Service
    CTI Routing
    Infrastructure
    Testing Scenarios
    • CRM-to-CTI integration
    • Screen pop performance
    • CTI call control
    Testing Measurements
    • Time to screen pop
    • Screen pop data
    • Comparison to CED
    Call Transfer, CTI Attached Data Proper Routing
    Screen Pop Performance, CTI Adapter Capacity, CRM Call Control
    Carrier Capacity, Infrastructure Capacity, QoS, Data Security
    Licensing, App Server Load, Backend Host Availability
    Voice Portal
    Voice Gateway
    Voice Switch
    Routing Infrastructure
    Hammer Technology
    Voice Quality
    VQ Agent
    Data
    VXML IVR Applications
    Speech Recognition
    Backend Host
    Text-to-Speech
    IP Phones
    IP Network
    Carrier
    CRM Application Server
    CTI Adapter
    Back Office Host
    IVR Application Testing
    Attacks
    Benefits
    • Confidence in completesystem working properly
    • Positive customer experience with reduced costs
    Data
    CTI Testing
    CTI VAS
    CRM Virtual Agent
    Edge Technology
    Attacks
    CTI Testing
  • Call Answer and Response Technology
    CRM Desktop
    Voice Self-Service
    CTI Routing
    Infrastructure
    Call Transfer, CTI Attached Data Proper Routing
    Screen Pop Performance, CTI Adapter Capacity, CRM Call Control
    Carrier Capacity, Infrastructure Capacity, QoS, Data Security
    Licensing, App Server Load, Backend Host Availability
    Call Generation Technology
    Voice Portal
    Voice Gateway
    Voice Switch
    Routing Infrastructure
    Hammer Technology
    Voice Quality
    VQ Agent
    Data
    VXML IVR Applications
    Speech Recognition
    Backend Host
    Text-to-Speech
    IP Phones
    IP Network
    Carrier
    CRM Application Server
    CTI Adapter
    Back Office Host
    IVR Application Testing
    Attacks
    Data
    CTI Testing
    CTI VAS
    CRM Virtual Agent
    Multi-Modal and Vulnerability Technology
    Edge Technology
    Attacks
    CTI Testing
    Getting it Right the First TimeTest Through the Layers
  • Overall Benefits
    Improve containment and triage of issues
    Prevention of customer experience failures
    Automate repeatable and objective
    Validates IVR performance, speech recognition, routing strategies, CTI data
    Removes human perception and delay in recognition
    Holistic visibility
    Track application performance in real-time
    Visual correlation of key events/metrics
    Capacity planning
    Customizable alerts, reports, and views
    Enable organization of information by any attribute preferred: Application, Line of Business, Geography, Technology, etc.
    Restrict data access (views) as necessary on a per user/group basis
    Event-based alerting, action plans and escalation
    Confidence that the network works as it should
  • We Deliver Confidence
    Early validation and ongoing assurance up through ‘Day 2’
    Maximize communication technology investment get it right the first time
    Maximize business value confidence that “it works”
    Great customer and agent experienceretain and grow revenue
    Effective communications operations quality from end to end
    Quality is a positive customer experience, end to end.
    Is End-to-End Quality Assurance important to you?
  • As Contact Centers Evolve to Multi-modal Capability
    Evolve to IP network infrastructure
    Add multiple channels
    Unify all communications
    Evolution of your contact center should only improve your customers and agents’ experience
    Are you evolving your communication network to a converged IP/UC infrastructure?
    It’s all about your customer’s communications experience
  • Virtual Agent
    CRM
    Web Server
    End to End Testing/Monitoring
    CRM
    App Server
    Database
    CTI
    Driver
    Virtual Agent Pool
    Virtual Agent
    Routing
    Database
    CTI
    Automated Agent
    IIVR
    PSTN
    Gateway
    ACD/PBX
    Attached Data and Measurements
    Sync Server
  • Managed Services Delivery Method to Meet Customer Requirements
    PSTN/IP
    Service Delivery Methodology
    Contact Center
    FullyHosted
    On Premise Delivery
    • Security policies
    • Unavailable test data
    Contact Center
    Contact Center
    PSTN/IP
    Mixed
    Unlimitedcapacity
  • Brazilian service provider fined $750K in Jan 2009 for failing to comply with Government standards for contact center customer service
    Severe problems following a website and call center upgrade cost clothing retailer JCrew $3M in addition to lost sales and dissatisfied customers
    - Sept 2008
    US Telco delays rollout of new CC technology due to application and system errors. Lost ~ $800Kin troubleshooting and opportunity cost
    - May 2008
    Contact Center Issues Directly Impact Bottom Line
    In a production environment when self-service isn’t working properly... the cost jumps from $0.50 to $7.00 per transaction*
    *Yankee Group
  • Why Voice Quality is Important
    Voice quality is vital because it is what we expect
    One of the most important criteria for VoIP systems is that the voice quality be at least as good as that provided by the traditional switched telephone network.
    Phones are the lifeblood of organizations so they cannot afford to deploy or maintain systems with:
    Garbled or underwater sounds
    Dropped calls
    One way audio
    Long connect times
    When customers call, voice quality can improve or ruin the relationship
    Poor voice quality should never become an issue in CSAT scores or AHTs
  • Customers are encountering problems and poor performance
    Hanging up
    Frustration with menus and system
    Lots of tools targeted at individual systems and applications
    You can’t get a good indication of user experience from all the tools
    System failures are detected after customer complaints
    Conference calls are needed among system experts to diagnose and repair problems
    Performance history is lost
    Do Your Customers Have These Problems?
  • Contact Center Products Overview
    Hammer Test System
    Automated Contact Center Application Testing
    The unsurpassed industry standard solution for testing contact center applications. This system verifies operational performance under real-world call traffic conditions prior to the deployment of any new or upgraded application.
    Proactive Monitoring of Contact Center Applications
    These on-going contact center monitoring solutions emulate the experiences of customers and agents to help ensure the consistency and performance of voice applications and systems.
    Now with the Voice Quality Assurance Solution
    OneSight for Contact Centers™
    Custom End-to-End Testing Solution
    Designed for any size contact center environment, this solution delivers unlimited TDM and IP call capacity, uniquely measuring the quality of experience between customers and agents - resulting in the highest quality testing of the entire infrastructure.
    Empirix Testing as a Service™
    Leverage our Expertise
    Delivered by Empirix experts using our hosted Hammer equipment, our managed services offerings cover the entire deployment lifecycle from benchmarking and base lining, through pre-deployment testing, to on-going post deployment monitoring.
    Managed Services
  • Automated solution for testing contact center applications
    Thorough approach to acceptance, regression and load testing
    The Hammer Test System is a total hardware and software solution consisting of:
    Hammer CallMaster for test development, debug, scheduling and reporting
    Hammer G5 or FX for call generation to test VoIP and TDM systems
    Graphical tool for scripting and scheduling; rich set of reports
    Dynamic prompt and speech recognition testing for testing vendor independent speech applications
    Testing for measuring and characterizing voice quality over VoIP devices and networks
    Hammer Test System
  • Reduction of project cycle times per application deployment
    Test automation is faster than manual testing
    Increased efficiency of full time employees per testing cycle
    Test automation can do the work of many manual testers
    Manual testers therefore focus only on failed automation tests (<10%), not all tests (100%)
    Increased test coverage
    Automation increases the breadth and depth of testing, because of its efficiency
    Automation is the only way to effectively conduct scalability testing
    Higher quality applications deployed to production environment
    Fewer production outages
    Decreased cost of support
    Business Benefits of Hammer Test System
  • Assure the quality of the customer transaction: identify when problems occur before the customer and agent complain
    Detect problems early: determine where the problems are in the contact center and what you can do to fix them
    Identify trends: performance management reports provide a view into what is impacting the performance of your contact center
    What OneSight Does For You?
  • Tailored to YOUR Business
    Real Time Views of Your Contact Center
  • OneSight Voice Quality Assurance (VQA) Solution
    VQA Solution Components
    The OneSight Voice Quality probe is a software solution based on Empirix Hammer G5™ technology. When installed on a server or workstation, the voice quality probe registers as a phone extension within your IP-PBX and places monitoring calls to other voice quality Probes or the
    OneSight Voice Engine.
    (VQ) Probe
    Default VQ Dashboards and Reports
    Pre-built default dashboards and reports that focus on voice quality, including Successful/Failed VQ calls, Lowest MOS score; VQ Metric Trends.
    VQ Prompts are recorded using built-in audio diagnostics. A recording of the VQ Prompt clip for the latest monitored call is attached to each VQ transaction monitored. “Originate” and “Answer” VQ monitoring clips are separately recorded.
    VQ Recording
    SIP, Cisco SCCP, Avaya H323, Nortel UNISTim and narrow band Codecs(G711, G723, G729)
    Protocol Support
    The VQ Probe has a separate installer from OneSight. The VQ Probes can be installed anywhere inside the customer’s voice network.
    Separate Installer
  • How Does the OneSight VQA Solution Work?
    • VQ calls are placed between VQ Probes or an OSVE to a VQ Probe
    • VQ Probes are placed at user/agent locations; i.e. “where the phones are”
    • Actual calls are placed in order to completely replicate the customer or employee experience
    • “Pre-canned” scripts (wait for/ place a call) are available in VQ Probe
    • More sophisticated call routing scripts such as IVR navigation requires an OSVE
    • OneSight schedules the VQ monitoring calls
    • VQ Probes can be configured to originate, answer or both for VQ calls
    • All VQ Prompt clips are recorded using built-in audio diagnostics
    • Listen to the actual call for further investigation on VQ issues
  • VQA and Network Metric Linkage
    Correlate VQA reference-based VQ scores to other activity on the Network
    Network Metrics linked with VQ (PESQ/MOS-LQ) Scores:
    • Jitter
    • Round trip time
    • Dropped, lost and duplicated packets
    • Out-of-sequence packets
    • Transmitted packets
    • Received packets
    • Recorded audio clip
    Easily pinpoint where the VQ problem is located
  • Nothing is more effective at identifying whether voice quality is acceptable than listening to the monitoring call
    Audio Diagnostics
    • VQ prompts may be recorded using built-in audio diagnostics
    • Recorded VQ prompt clip of the latest monitored call is attached to each VQ transaction
    • Originate and answer VQ prompts are separately recorded
    • Easy one click access to recorded VQ Prompt
    • Reference audio clip is provided to for comparisons
    By recording the VQ prompt, administrators can easily listen and verify voice quality issues of the actual placed call by clicking on an icon on the OneSight monitor status display
  • OneSight VQA Benefits
    Which means the customer can …
    OneSight® Voice Quality Assurance
    Proactively determine when they have a voice quality issue and diagnose the problem before users complain
    Places active monitoring calls to measure voice quality
    Accurately compare a received voice clip with a known reference, a method much more accurate than measuring IP packet impairments
    Probes reports the PESQ method of determining voice quality
    Look at lost packets, packet jitter, and packet delay, to identify what is causing poor voice quality and narrow the list of possible sources
    Reports packet information as well as MOS scores
    Quickly see the voice quality across the enterprise and customize reports to meet their unique requirements
    Voice quality dashboards and reports
    Identify infrastructure components that have an impact on voice quality and identify which ones are not performing correctly
    Intellisearch
  • Empirix Testing as a Service™ - ETaaS
    Empirix Testing as a Service™ - ETaaS
    a quality assurance solution for business-critical contact centers that have recently installed new platforms or are upgrading to new technology
    This flexible and customizable offering
    enables contact centers to:
    • Accelerate deployment time of their contact center investment
    • Assure an outstanding quality experience for their callers
    • Prove that their infrastructure will perform under load from end-to-end
    ETaaSworks within OPEX budgets to combine the power of Empirix testing products with the expertise of our consultative services to ensure the ROI of a Contact Center investment
  • Benefits to Our Customers
    Which means the customer can …
    Empirix Testing as a Service™
    Measures quality of experience between customers and agents
    …be assured that the results of testing are describing how their contact center infrastructure is working from the customer and agent point of view quantitatively
    …be assured that their contact center will function properly at full call capacity because the entire infrastructure will be exercised
    Provides unlimited TDMand IP call capacity
    Provides customized testing solutions for any size contact center environment
    …be assured that their unique business needs aremet, and that they can realize the full ROI from their infrastructure
    …be assured that the test solution, the plan, the execution of the test and the preparation of the results are being completed by a company with experience testing contact centers for many industries
    Leverages nearly a decade of contact center testing experience
    Provides a cost model focused on OPEX versus CAPEX
    …be assured that the testing will fit into their operational budget as capital expenses are being slashed
  • Business Differentiators
    How Is This Solution Different from Other Vendor and Empirix Solutions?
    • Flexible deployment model
    Technology Differentiators
    • On premise and/or remote call generation to completely saturate a contact center infrastructure
    • Two-way voice quality to focus on the call between the agent and the customer
    • Interoperability of new IP technologies and VoIP protocols
    • Additional media types (video, IP fax, etc)
  • Hosted application testing for IP and TDM environments
    Hammer On-Call helps ensure that voice applications and infrastructure will scale to meet performance goals and customer experience
    Focuses on testing the self-service technologies of a contact center:
    Service providers network, telephony systems, through backend systems down to the agent desktop
    Provides precise performance measurements including:
    Variation in IVR/database response times
    Variation in calls time-to-connect
    Prompt errors or poor prompt quality
    Speech recognition errors and response times
    Busy signals or dropped calls
    Hammer On-Call™ Hosted Testing Solutions
  • Proactive hosted customer experience management solution
    Monitors the end-to-end performance of your voice applications and infrastructure from the caller’s perspective – from the PSTN, through the IVR, and out to an agent
    Measures carrier performance, host and database response times, prompt correctness, dynamic data accuracy, call quality, call routing, queue times, screen pop accuracy and timeliness
    Regular periodic calls
    Alerts when threshold is met
    Performance metrics from each monitoring call posted to web site
    Including audio recordings of failures
    Quickly diagnose and fix urgent problems
    Automatically generate summary management reports and detailed technical reports
    Compare performance benchmarks and issues
    Help identify opportunities to continuously improve performance
    Voice Watch® Monitoring Service
  • Reports Turn Data Into Information
  • Hammer Fleet Overview
    Next Generation Testing at the Edge
    A sophisticated and advanced next generation multiservice test system that emulates realistic behavior of users, devices in secure and unsecure network topologies, and predicts user experience within these realistic scenarios
    Hammer Edge™
    The industry’s First SIP Trunking Service Turn-up Test Tool
    Easy-to-use, portable test tool that cost effectively verifies media quality, provisioned capacity and Quality-of-Service (QoS) metrics for establishing Service Level Agreement (SLA) with enterprise customers
    Automated Functional and Performance Testing for IPand TDM Communications Products
    Flexible, scalable, and comprehensive solution to verify core IP and TDM network devices, applications and services
    HammerG5™ and FX-TDM
    HammerSIP TT™
    Flexible IP Network Device Emulation
    Advanced VoIP and IMS device emulation delivers significant test cost savings and scenario flexibility over using real devices
    HammerDEX™
    Troubleshooting, Debug and Analysis for VoIP/IMS Networks
    Intuitive VoIP protocol, media analysis and diagnostics test tool designed to minimize debug time as well as identify and solve problems faster
    Hammer Call Analyzer™
  • We Deliver Confidence
    • Hammer Test Engine™ worldwide standard, 30+ patents issued/filed
    • VoIP & IMS leader voice, video, mobile, web, fax, IM, presence, UC
    • Products fieldproven for quality, scale, and performance
    • Deep technical expertise & focus
    • Recognized and respected
    • Industry-leadingprofessional services teams
    • Simply easy to work with
    “Unrivaled Innovation in End-to-End Testing of IP Communications”
    • Obsessive about understanding & meeting customer needs
    • Consultative approach, tailored solutions
    • Proven track record of customer success
    • Thousands of customers worldwide
    “Unmatched Expertise Applied”
    “Unabashed Customer Intimacy”