News : Empirix Solutions Enable inContact to Deliver Voice as a Service to Customers
Billerica, MA, USA, Dec 15, 2015 -- Empirix announced that its IntelliSight solution has been deployed by inContact to monitor the voice connection quality of inContact’s new Voice as a Service (VaaS) offering. This monitoring will include detailed reporting of the mean opinion score (MOS) to inContact and its customers.
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.
Posted by Veronica Silva Cusi, news correspondent
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Empirix is a source for test and monitoring solutions that measure, manage, and enhance the performance of Web and voice applications, contact centers and communications networks. Empirix delivers products and services that improve end-users’ Quality of Experience (QoE) while reducing development costs and improving time to market.
inContact, Inc. provides on-demand customer contact center platforms to approximately 650 contact centers across the globe. With its roots in telecommunications and network infrastructure, inContact is unique in its offering because it combines a powerful connectivity backbone with a world-class software platform. The inContact platform includes: a powerful Automated Call Distributor (ACD) with skills-based routing, Computer Telephony Integration (CTI), Interactive Voice Response (IVR) with speech recognition, an innovative online hiring solution, an eLearning application, workforce management functionality, and a customer feedback and survey solution.
Published: Wednesday, December 16, 2015