Avaya and Empirix to Deliver Performance Monitoring OfferingCompanies expand agreement to deliver comprehensive view of user experience, resulting in greater customer satisfaction and impressive ROI
November 10, 2011
Empirix Inc., a market leader of service quality assurance solutions for end-to-end comprehensive customer experience management of mobile broadband and IP-based communications systems, today announced an expanded agreement with Avaya, a global provider of business communications and collaboration solutions and services. With this agreement, Empirix quality assurance solutions will be made available within the Avaya Performance Assurance Services portfolio. This recognizes the critical need for solutions capable of managing network performance in multivendor environments.
Avaya’s professional services division is leveraging several Empirix innovations to round out its portfolio of Performance Assurance Services. The expanded agreement specifically focuses on Avaya’s upcoming Performance Monitoring offering, which delivers a unique combination of active and passive monitoring techniques to fully assess voice quality, performance and user experience across businesses and contact centers. This helps ensure availability and controls operational costs across all locations, vendors, applications and technologies. Additionally, organizations can save time and effort in determining where problems are, thereby reducing the mean time to recovery (MTTR).
“Multivendor communications environments are consistently evolving, creating a greater demand for assurance solutions that deliver on their performance promise,” said Brian Carmichael, U.S. Theater Lead, Avaya Professional Services. “Avaya is dedicated to providing continued customer satisfaction with a services continuum throughout the customer deployment lifecycle. This joint offering with Empirix helps us to deliver on that promise by providing customers with a solution to effectively manage voice quality by delivering a quality-driven contact center experience.”
Empirix’s comprehensive monitoring solutions can lead to significant return on investment (ROI) for their customers. For example, a major international telecommunications company saved almost one million dollars by decreasing the time spent troubleshooting problems. Additionally, a U.S. brokerage firm saved nearly $400,000 by avoiding additional agent talk time due to voice quality issues.
“Empirix’s comprehensive approach to proactively managing service issues has a significant impact on the quality of a customer’s experience,” said John D’Anna, CEO of Empirix. “Monitoring today’s complex networks is a massive challenge. Empirix solutions assure a high-quality customer experience which is invaluable to a business’ bottom line. We look forward to the continued partnership with Avaya as they deliver end-to-end monitoring solutions to organizations worldwide.”
More information about Empirix’s voice quality assurance solution is available online at www.empirix.com.
Avaya is a global provider of business collaboration and communications solutions, providing unified communications, contact centers, data solutions and related services to companies of all sizes around the world. For more information please visit www.avaya.com.
Empirix is a market leader of service quality assurance solutions for comprehensive customer experience management and end-to-end communication analysis of mobile broadband and IP-based communications systems. The company offers a complete suite of products and services designed to address the quality and interoperability challenges posed by the increased use of mobile broadband, LTE, converged voice and unified communications in both IT and Telecom Environments. The world’s largest communication service providers and enterprises depend on Empirix’s proactive and predictive correlation solutions to assure the quality of their business-critical communication networks, resulting in greatly improved customer loyalty. Empirix is privately held and headquartered in Bedford, MA. For further information, please visit www.empirix.com.