Empirix Extends OneSight

Customer Inter@ction Solutions, Feb 2006 by Schelmetic, Tracey E

Empirix Inc. recently announced the launch of a new extension to its OneSight contact center monitoring solution. OneSight Call Statistics Monitors was designed to help contact centers measure and reduce the impact of technology issues on agents' key performance indicators (KPIs). KPIs are used in contact centers to measure and manage agent performance and service quality - examples are queue length, transaction length and first-call resolution rates. Agents and contact center managers are held accountable for meeting KPIs, and often compensation is tied to their ability to do so. Empirix has stated that its OneSight product is the "first proactive monitoring solution for contact center technology." OneSight Call Statistics Monitors help call centers correlate real-time call behavior with voice self-service and infrastructure performance. The new measurements were added to provide greater visibility into the impact that automated system issues have on agents and on overall contact center efficiency. They also allow IT staff to prioritize repairs to minimize customer, business and agent impact, and enable contact center managers to re-state KPIs to accurately reflect their performance by removing the negative effects of technology problems.

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