June 27, 2007 08:05 ET

Empirix Launches New Version of OneSight for Contact Centers

Monitoring Software Emulates Transactions to Enable Enterprises to Catch Potential Technology Problems Across Both Voice and Web Self-Service Channels Before Customers Are Affected

BEDFORD, MA--(Marketwire - June 27, 2007) - Empirix® Inc., which helps organizations adopt complex communications solutions with confidence, today announced the latest version of its award-winning application monitoring solution, OneSight® 6. OneSight 6 is the first and only monitoring solution that can provide enterprises with insight into the entire customer experience -- across both Voice and Web self-service channels.

The release of OneSight 6 includes:

--  IntelliSearch™, a unique feature developed by Empirix that allows
    users to quickly identify problem areas and display a graph of related
    monitors during an error condition;
--  A single view of multi-channel environments, Key Performance
    Indicators (KPIs), and an analysis of the customer experience, which allows
    IT staff to react to changes and fluctuations in real time;
--  Role-based functionality controls that provide better usability based
    on the specific area of responsibility for business and technical owners;
    and
--  Group-level data security, ensuring better control across the
    organization.
    

OneSight is unique in combining emulated Voice or Web transactions to evaluate application performance with traditional infrastructure monitoring. For example, the solution can generate phone calls that simulate real customer behavior, such as a customer checking an account balance via telephone, and then measure the performance of all applications and their underlying infrastructure. OneSight then identifies deviations from pre-specified thresholds, triggering alerts so that IT staff can address emerging problems before real customers are impacted.

According to Lisa Erickson-Harris, Research Director at analyst firm Enterprise Management Associates (EMA), OneSight 6 comes at a time when enterprises are starting to converge their customer care infrastructures and will be looking for tools that effectively manage across the board. "We are beginning to see that IT help desk and NOC staff need involvement in, and visibility into, the contact center management platform, including voice self-service, VXML transactions, and live agent interactions," said Erickson-Harris. "Toolsets historically have been geared for one purpose or the other and have not addressed the customer experience and performance of self-service technologies across all channels."

Erickson-Harris is author of the just-published EMA research report, "The Contact Center Takes the Stage," which explores enterprise practices for contact center application monitoring. As noted by Erickson-Harris, the report found, among other things, that enterprises are frustrated with their inability to monitor converged infrastructures using traditional network monitoring tools, and that they would welcome an overlay monitoring solution that complemented their existing infrastructure monitoring strategy.

OneSight is designed to complement traditional network monitoring tools -- which evaluate network health from the bottom up, with a top-down view into what customers actually experience when using an application. OneSight customers report that the software routinely provides insight into problems that their network monitoring tools miss. Often, these are problems rooted in integration points among network and infrastructure devices. OneSight combines Empirix's patented Hammer technology for testing and monitoring Voice technologies, and its e-TEST® suite technology for evaluating the quality of Web and VXML transactions.

OneSight 6 is now shipping to existing customers on maintenance. For more information on OneSight visit www.empirix.com/onesight.

About Empirix

Empirix helps organizations adopt complex communications solutions with confidence. We combine the industry's deepest knowledge of telecommunications and self-service applications with award-winning testing and monitoring solutions to ensure our customers realize the promise of their technology investments. Empirix is the only company with expertise that spans the evolution of these advanced technologies across multiple markets -- from testing in R&D labs through monitoring the end-user experience. For over a decade, thousands of quality-conscious network equipment manufacturers, service providers and enterprises worldwide have trusted Empirix to reduce the time and cost of integrating new technologies into existing environments. Visit www.empirix.com.

Empirix and Hammer are trademarks or registered trademarks of Empirix Inc. in the United States and other countries. All other trademarks contained herein are the property of their respective owners.