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Introduction Letter
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Meeting Evolving Customer Requirements
Dear Customer,
Empirix is recognized for innovation and thought leadership, and remains focused on one clear goal: to help organizations adopt complex communications solutions with confidence. Central to this goal is the company’s commitment to developing products and solutions that meet customers’ evolving requirements. This issue of Catalyst highlights some important examples.
In this issue, you’ll learn about the latest release of our award-winning application monitoring solution, OneSight 7.0. This new version includes Premium Console, an important enhancement which will enable users to view all collected data in one easy-to-read dashboard.
Read about the launch of our new VoIP Testing and Monitoring Channel on TMCnet, a forum in which visitors can share information about VoIP testing and monitoring through articles, product reviews and more. In one such article, Gordon Eddy discusses the company’s new corporate initiatives and shares his thoughts on the evolution of testing and monitoring solutions.
This issue of Catalyst also features a Q & A with Jason Langley, senior implementation engineer for Hammer XMS, who shares his perspective on evolving customer requirements—and the way in which Empirix responds to changing customer demands.
You’ll read about two new Empirix customers: Fortis, an international provider of banking and insurance services, and Kabel BW, a German multiservice provider.
Plus, you can learn about unique programs and tools to enhance your experience with Empirix solutions. Two new webinars: “Improving the Contact Center Experience” and “Ensuring Quality in Large-Scale Networks” can help you address common challenges, and a new whitepaper—“Improving the Contact Center Experience”--discusses how multilayer monitoring can help you align contact center operations with business objectives.
Finally, a free poster—“Ensuring Quality IMS Products and Services Reference Guide”—provides easy-to-access information that can help you overcome the challenges of implementing and deploying IMS devices, networks, applications, and services.
As always, we’re interested in the challenges you face, and we welcome your feedback.
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Employee Spotlight
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Technology Evolution
A Q&A with Jason Langley, senior implementation engineer for Hammer XMS
To be successful, services providers must work to deploy new, high-quality services quickly and cost effectively. This means that their needs change over time, and importantly, that Empirix solutions must evolve consistently to meet new customer requirements.
In this article, Jason Langley, senior implementation engineer for Hammer XMS, shares his perspective on evolving customer requirements—and the way in which Empirix responds to changing customer demands.
Read the complete interview to learn more.
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Fortis Ensures Call Centre Reliability with Empirix
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Hammer On-Call helps Fortis realize a net benefit of more than €300,000
An international provider of banking and insurance services to personal, business and institutional customers, Fortis ranks among the top 20 financial institutions in Europe and has a presence in more than 50 countries.
Reliable call centre operations are critical to Fortis’s success, so when the company implemented plans to upgrade its call centre, it looked for a predeployment testing solution to ensure that the call centre would perform reliably even under the highest loads.
Fortis chose Hammer On-Call to test and monitor its IVR and to monitor its call centre environment. “By uncovering problems with call centre capacity before deployment, Hammer On-Call was able to save us significant amounts of money and help make sure that we offer the highest level of customer service,” said Arjan Zwanenburg, manager of Application Services at Fortis.
Read the complete case study.
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