empirix scrolling presentation for neccf event 052110
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• 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
22
• 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
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•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
Customer Experience
Carrier
PBX PBX PBX PBX
IVR IVR IVR
CTI CTI
CRM
Carrier Carrier Carrier Carrier
Ensuring the End-to-End Customer ExperienceAddressing Contact Center Goals•Cost reduction•Customer quality experience
IVR Performance
CTI/Routing Performance
End to End Performance and Voice Quality
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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
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Ham
mer
Tec
hnol
ogy
Phase 1Testing the Infrastructure
IP P
hone
s
IP N
etw
ork
VQ
Age
nt
Car
rier
Voice Gateway
Voice Switch
Voice Quality
Infrastructure
Carrier Capacity, Infrastructure Capacity, QoS,
Data Security
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
Benefits• Confidence in
foundational elements working properly
• Happy customers • Their calls get through
with high voice qualityD
ata
Atta
cks
Dat
aA
ttack
s
Edge Technology
66
Ham
mer
Tec
hnol
ogy
IP P
hone
s
IP N
etw
ork
VQ
Age
nt
Car
rier
Voice Gateway
Voice Switch
Voice Quality
Infrastructure
Carrier Capacity, Infrastructure Capacity, QoS,
Data Security
Dat
aA
ttack
sD
ata
Atta
cks
Edge Technology
Phase 2Testing Voice Self-Service
VX
ML
IVR
App
licat
ions
Spe
ech
Rec
ogni
tion
Bac
kend
Hos
t
Text
-to-
Spe
echVoice
Portal
Voice Self-Service
Licensing, App Server Load,
Backend Host Availability
IVR Application TestingBenefits• 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
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
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Phase 3Testing CTI Routing
VX
ML
IVR
App
licat
ions
Spe
ech
Rec
ogni
tion
Bac
kend
Hos
t
Text
-to-
Spe
echVoice
Portal
Voice Self-Service
CT
I Ada
pter
CT
I V
AS
CTI Routing
Call Transfer, CTI Attached Data Proper 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
Benefits• Confidence in
routing infrastructure
• Positive customer experience with reduced costs
Ham
mer
Tec
hnol
ogy
IP P
hone
s
IP N
etw
ork
VQ
Age
nt
Car
rier
Voice Gateway
Voice Switch
Voice Quality
Infrastructure
Carrier Capacity, Infrastructure Capacity, QoS,
Data Security
Dat
aA
ttack
sD
ata
Atta
cks
Edge Technology
Routing Infrastructure
IVR Application Testing
Licensing, App Server Load,
Backend Host Availability
CTI Testing
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Phase 4Desktop Screen-pop Validation
CR
M A
pplic
atio
n S
erve
r
Bac
k O
ffice
Hos
t
VX
ML
IVR
App
licat
ions
Spe
ech
Rec
ogni
tion
Bac
kend
Hos
t
Text
-to-
Spe
echVoice
Portal
Voice Self-Service
CT
I Ada
pter
CT
I V
AS
CTI Routing
Call Transfer, CTI Attached Data Proper Routing
Ham
mer
Tec
hnol
ogy
IP P
hone
s
IP N
etw
ork
VQ
Age
nt
Car
rier
Voice Gateway
Voice Switch
Voice Quality
Infrastructure
Carrier Capacity, Infrastructure Capacity, QoS,
Data Security
Dat
aA
ttack
sD
ata
Atta
cks
Edge Technology
Routing Infrastructure
IVR Application Testing
Licensing, App Server Load,
Backend Host Availability
CR
M V
irtua
l Age
nt
CRM Desktop
Screen Pop Performance, CTI Adapter
Capacity, CRM Call Control
CTI Testing
CTI Testing
Testing Scenarios• CRM-to-CTI integration• Screen pop
performance• CTI call control
Testing Measurements• Time to screen pop • Screen pop data• Comparison to CED
Benefits• Confidence in complete
system working properly
• Positive customer experience with reduced costs
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CR
M A
pplic
atio
n S
erve
r
Bac
k O
ffice
Hos
t
VX
ML
IVR
App
licat
ions
Spe
ech
Rec
ogni
tion
Bac
kend
Hos
t
Text
-to-
Spe
echVoice
Portal
Voice Self-Service
CT
I Ada
pter
CT
I V
AS
CTI Routing
Call Transfer, CTI Attached Data Proper Routing
Ham
mer
Tec
hnol
ogy
IP P
hone
s
IP N
etw
ork
VQ
Age
nt
Car
rier
Voice Gateway
Voice Switch
Voice Quality
Infrastructure
Carrier Capacity, Infrastructure Capacity, QoS,
Data Security
Dat
aA
ttack
sD
ata
Atta
cks
Edge Technology
Routing Infrastructure
IVR Application Testing
Licensing, App Server Load,
Backend Host Availability
CR
M V
irtua
l Age
nt
CRM Desktop
Screen Pop Performance, CTI Adapter
Capacity, CRM Call Control
CTI Testing
CTI Testing
Getting it Right the First TimeTest Through the Layers
Call Generation Technology
Multi-Modal and
Vulnerability Technology
Call Answer and
Response Technology
1010
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
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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?
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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
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CRMWeb Server
End to End Testing/Monitoring
CRMApp Server
DatabaseCTI
Driver
Virtual Agent
Sync Server
Virtual Agent PoolVirtual Agent
RoutingDatabase
CTI
Automated Agent
ACD/PBXGateway
IIVR
Attached Data and Measurements
PSTN
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Service Delivery Methodology
FullyHosted
Contact Center
On Premise Delivery• Security policies• Unavailable test data
MixedUnlimitedcapacity
Contact Center
Contact Center
PSTN/IP
PSTN/IP
Managed Services Delivery Method to Meet Customer Requirements
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• 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
*Yankee Group
In a production environment when self-service isn’t working properly... the cost jumps from $0.50 to $7.00 per transaction*
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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
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• 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?
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Contact Center Products OverviewHammer
Test SystemAutomated 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.
OneSight for Contact Centers™
Proactive Monitoring of Contact Center ApplicationsThese 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
Empirix Testing as a Service™
Custom End-to-End Testing SolutionDesigned 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.
Leverage our ExpertiseDelivered 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
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• 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
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• 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
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• 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?
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Tailored to YOUR Business
Real Time Views of Your Contact Center
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OneSight Voice Quality Assurance (VQA) Solution
(VQ) Probe
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.
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 Recording 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.
Protocol Support SIP, Cisco SCCP, Avaya H323, Nortel UNISTim and narrow band Codecs (G711, G723, G729)
Separate Installer
The VQ Probe has a separate installer from OneSight. The VQ Probes can be installed anywhere inside the customer’s voice network.
VQA Solution Components
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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
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VQA and Network Metric LinkageCorrelate 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
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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
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OneSight VQA Benefits
Which means the customer can …OneSight® Voice Quality Assurance
Places active monitoring calls to
measure voice quality
Proactively determine when they have a voice quality issue and diagnose the problem before users
complain
Accurately compare a received voice clip with a known reference, a method much more accurate
than measuring IP packet impairments
Look at lost packets, packet jitter, and packet delay, to identify what is causing poor voice quality and
narrow the list of possible sources
Identify infrastructure components that have an impact on voice quality and identify which ones are
not performing correctly
Probes reports the PESQ method of determining
voice quality
Reports packet information as well as
MOS scores
Intellisearch
Voice quality dashboards and
reports
Quickly see the voice quality across the enterprise and customize reports to meet their unique
requirements
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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
Empirix Testing as a Service™ - ETaaSEmpirix 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
ETaaS works 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
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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
…be assured that their unique business needs aremet, and that they can realize the full ROI from
their infrastructure
…be assured that the testing will fit into their operational budget as capital expenses are being slashed
Provides unlimited TDMand IP call capacity
Provides customized testing solutions for any
size contact center environment
Provides a cost model focused on OPEX
versus CAPEX
Leverages nearly a decade of contact center testing
experience
…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
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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)
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• 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
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• 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
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Reports Turn Data Into Information
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Hammer Fleet Overview
Hammer Edge™
Next Generation Testing at the EdgeA 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
HammerG5™ and FX-TDM
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
Hammer Call Analyzer™
Troubleshooting, Debug and Analysis for VoIP/IMS NetworksIntuitive VoIP protocol, media analysis and diagnostics test tool designed to
minimize debug time as well as identify and solve problems faster
HammerDEX™
Flexible IP Network Device Emulation Advanced VoIP and IMS device emulation delivers significant test cost
savings and scenario flexibility over using real devices
HammerSIP TT™
The industry’s First SIP Trunking Service Turn-up Test ToolEasy-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
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We Deliver Confidence
“Unrivaled Innovation in End-to-End Testing of IP Communications”
“Unmatched Expertise Applied”
“Unabashed Customer Intimacy”
• 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• Obsessive about
understanding & meeting customer needs
• Consultative approach, tailored solutions
• Proven track record of customer success
• Thousands of customers worldwide
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