Empirix scrolling presentation for neccf event 052110

1. Global headquarters in Bedford, MA USARegional headquarters in Europe (UK) and Asia (Japan)Industry pioneer, originally as Hammer Technologies, founded 1992Strong balance sheet; no debtCompany OverviewEmpirix leads the market in service quality assurance solutions for new IP communications

2. Discover and remedy customer and agent impacting issues before deploymentSave Costs: less expensive and easier to address problems prior to go-liveMitigate the risk of network failureReduce time to deploymentProactively identify customer and agent impacting events in productionBe confident about quality of experienceAvoid outagesMinimize the impact of outages and slowdownsGain measurable returnsImproved customer and agent satisfaction Reduce customer churnShorten time to profitable business operationsReduced toll charges and infrastructure costsIncreased service level complianceCustomer Value Proposition

3. Addressing Contact Center GoalsCost reduction

4. Customer quality experienceCRMCTICTIIVRIVRIVRPBXPBXPBXPBXCarrierCarrierCarrierCarrierCarrierCustomer ExperiencePre-routing

5. Fast busy

6. Ring NA

7. Dropped calls

8. Excessive silence

9. Wrong/slow response

10. Host query

11. Config issues

12. Routing

13. No data

14. Wrong data

15. Slow data

16. Slow screen pop

17. Agent desktop performanceEnsuring the End-to-End Customer ExperienceIVR PerformanceCTI/Routing PerformanceEnd to End Performance and Voice Quality

18. Getting it Right the First TimeBest PracticeTest MethodologyFocus on true customer and agent experience performance testing

19. Test end-to-end: carrier, PBX, IVR, CTI, CRM, Call Manager, and agent endpoints

20. Test through the layers: a phased approachPhase 1 – Test the infrastructure2 – Test voice self-service3 – Test CTI routing4 – Validate desktop screen-popBest Practice for Testing Contact Center Deployments Validate the Contact Center deployment from the customer perspective through the layers of infrastructure and application

21. Isolate performance issues at the tested layer and avoid the “needle in a haystack” approach to troubleshooting problems

22. Ensure that the invested technology delivers the expected customer experience to their customersPhase 1Testing the InfrastructureBenefitsConfidence in foundational elements working properly

23. Happy customers

24. Their calls get through with high voice qualityInfrastructureTesting ScenariosCarrier/switch capacity

25. Load balancing

26. Voice quality (VQ)

27. Data impact on VQTesting MeasurementsCalls per minute

28. Calls connected, busy, ring and no answer

29. Two-way audio

30. PESQ VQ scoring

31. Jitter, dropped/duplicate packets, etc.VulnerabilityOver load

32. Security and attacksCarrier Capacity, Infrastructure Capacity, QoS, Data Security Voice GatewayVoice SwitchHammer TechnologyVoice QualityVQ AgentDataIP PhonesIP NetworkCarrierAttacksDataEdge TechnologyAttacks

33. InfrastructureVoice Self-ServiceTesting ScenariosIVR busy hour/cay

34. Speech recognition accuracy

35. IVR failover

36. Hosted IVR platformTesting MeasurementsPrompt recognition

37. Time to connect

38. Time to greet

39. Prompt/database response timeCarrier Capacity, Infrastructure Capacity, QoS, Data Security Licensing, App Server Load, Backend Host AvailabilityVoice GatewayVoice SwitchVoice PortalHammer TechnologyVoice QualityVQ AgentDataVXML IVR ApplicationsSpeech RecognitionBackend HostText-to-SpeechIP PhonesIP NetworkCarrierBenefitsConfidence in not having to involve an agent

40. Happy customers – satisfaction without having to speak with an agent

41. Happy management – no agent involvement; reduce costsIVR Application TestingAttacksDataEdge TechnologyAttacksPhase 2Testing Voice Self-Service

42. Phase 3Testing CTI RoutingTesting ScenariosIVR-to-CTI integration

43. Default routing

44. CTI failover

45. Hosted CTI platformTesting MeasurementsCalls answered by virtual agents

46. CTI attached data passed

47. CTI key/value comparison to CEDVoice Self-ServiceCTI RoutingInfrastructureCall Transfer, CTI Attached Data Proper RoutingCarrier Capacity, Infrastructure Capacity, QoS, Data Security Licensing, App Server Load, Backend Host AvailabilityVoice PortalVoice GatewayVoice SwitchRouting InfrastructureHammer TechnologyVoice QualityVQ AgentDataVXML IVR ApplicationsSpeech RecognitionBackend HostText-to-SpeechIP PhonesIP NetworkCarrierCTI AdapterIVR Application TestingAttacksBenefitsConfidence in routing infrastructure

48. Positive customer experience with reduced costsDataCTI TestingCTI VASEdge TechnologyAttacks

49. Phase 4Desktop Screen-pop ValidationCRM DesktopVoice Self-ServiceCTI RoutingInfrastructureTesting ScenariosCRM-to-CTI integration

50. Screen pop performance

51. CTI call controlTesting MeasurementsTime to screen pop

52. Screen pop data

53. Comparison to CEDCall Transfer, CTI Attached Data Proper RoutingScreen Pop Performance, CTI Adapter Capacity, CRM Call ControlCarrier Capacity, Infrastructure Capacity, QoS, Data Security Licensing, App Server Load, Backend Host AvailabilityVoice PortalVoice GatewayVoice SwitchRouting InfrastructureHammer TechnologyVoice QualityVQ AgentDataVXML IVR ApplicationsSpeech RecognitionBackend HostText-to-SpeechIP PhonesIP NetworkCarrierCRM Application ServerCTI AdapterBack Office HostIVR Application TestingAttacksBenefitsConfidence in completesystem working properly

54. Positive customer experience with reduced costsDataCTI TestingCTI VASCRM Virtual AgentEdge TechnologyAttacksCTI Testing

55. Call Answer and Response TechnologyCRM DesktopVoice Self-ServiceCTI RoutingInfrastructureCall Transfer, CTI Attached Data Proper RoutingScreen Pop Performance, CTI Adapter Capacity, CRM Call ControlCarrier Capacity, Infrastructure Capacity, QoS, Data Security Licensing, App Server Load, Backend Host AvailabilityCall Generation TechnologyVoice PortalVoice GatewayVoice SwitchRouting InfrastructureHammer TechnologyVoice QualityVQ AgentDataVXML IVR ApplicationsSpeech RecognitionBackend HostText-to-SpeechIP PhonesIP NetworkCarrierCRM Application ServerCTI AdapterBack Office HostIVR Application TestingAttacksDataCTI TestingCTI VASCRM Virtual AgentMulti-Modal and Vulnerability TechnologyEdge TechnologyAttacksCTI TestingGetting it Right the First TimeTest Through the Layers

56. Overall BenefitsImprove containment and triage of issuesPrevention of customer experience failuresAutomate repeatable and objectiveValidates IVR performance, speech recognition, routing strategies, CTI dataRemoves human perception and delay in recognitionHolistic visibilityTrack application performance in real-timeVisual correlation of key events/metricsCapacity planningCustomizable alerts, reports, and viewsEnable 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 basisEvent-based alerting, action plans and escalationConfidence that the network works as it should

57. We Deliver ConfidenceEarly validation and ongoing assurance up through ‘Day 2’Maximize communication technology investment get it right the first timeMaximize business value confidence that “it works”Great customer and agent experienceretain and grow revenueEffective communications operations quality from end to endQuality is a positive customer experience, end to end.Is End-to-End Quality Assurance important to you?

58. As Contact Centers Evolve to Multi-modal CapabilityEvolve to IP network infrastructureAdd multiple channelsUnify all communicationsEvolution of your contact center should only improve your customers and agents’ experienceAre you evolving your communication network to a converged IP/UC infrastructure?It’s all about your customer’s communications experience

59. Virtual AgentCRMWeb ServerEnd to End Testing/MonitoringCRMApp ServerDatabaseCTIDriverVirtual Agent PoolVirtual AgentRoutingDatabaseCTIAutomated AgentIIVRPSTNGatewayACD/PBXAttached Data and MeasurementsSync Server

60. Managed Services Delivery Method to Meet Customer Requirements PSTN/IPService Delivery MethodologyContact CenterFullyHostedOn Premise DeliverySecurity policies

61. Unavailable test dataContact CenterContact CenterPSTN/IPMixedUnlimitedcapacity

62. 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 2008US 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 LineIn a production environment when self-service isn’t working properly... the cost jumps from $0.50 to $7.00 per transaction**Yankee Group

63. Why Voice Quality is ImportantVoice quality is vital because it is what we expectOne 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 soundsDropped callsOne way audioLong connect timesWhen customers call, voice quality can improve or ruin the relationshipPoor voice quality should never become an issue in CSAT scores or AHTs

64. Customers are encountering problems and poor performanceHanging upFrustration with menus and systemLots of tools targeted at individual systems and applicationsYou can’t get a good indication of user experience from all the toolsSystem failures are detected after customer complaintsConference calls are needed among system experts to diagnose and repair problemsPerformance history is lostDo Your Customers Have These Problems?

65. Contact Center Products OverviewHammer Test SystemAutomated Contact Center Application TestingThe 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. 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 SolutionOneSight for Contact Centers™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. Empirix Testing as a Service™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

66. 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 reportingHammer G5 or FX for call generation to test VoIP and TDM systemsGraphical tool for scripting and scheduling; rich set of reportsDynamic prompt and speech recognition testing for testing vendor independent speech applicationsTesting for measuring and characterizing voice quality over VoIP devices and networks Hammer Test System

67. Reduction of project cycle times per application deploymentTest automation is faster than manual testingIncreased efficiency of full time employees per testing cycleTest automation can do the work of many manual testersManual testers therefore focus only on failed automation tests (<10%), not all tests (100%)Increased test coverageAutomation increases the breadth and depth of testing, because of its efficiencyAutomation is the only way to effectively conduct scalability testingHigher quality applications deployed to production environmentFewer production outagesDecreased cost of support Business Benefits of Hammer Test System

68. Assure the quality of the customer transaction: identify when problems occur before the customer and agent complainDetect problems early: determine where the problems are in the contact center and what you can do to fix themIdentify trends: performance management reports provide a view into what is impacting the performance of your contact centerWhat OneSight Does For You?

69. Tailored to YOUR BusinessReal Time Views of Your Contact Center

70. OneSight Voice Quality Assurance (VQA) SolutionVQA Solution ComponentsThe 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. (VQ) Probe 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 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.VQ Recording SIP, Cisco SCCP, Avaya H323, Nortel UNISTim and narrow band Codecs(G711, G723, G729)Protocol SupportThe VQ Probe has a separate installer from OneSight. The VQ Probes can be installed anywhere inside the customer’s voice network.Separate Installer

71. How Does the OneSight VQA Solution Work?VQ calls are placed between VQ Probes or an OSVE to a VQ Probe

72. VQ Probes are placed at user/agent locations; i.e. “where the phones are”

73. Actual calls are placed in order to completely replicate the customer or employee experience

74. “Pre-canned” scripts (wait for/ place a call) are available in VQ Probe

75. More sophisticated call routing scripts such as IVR navigation requires an OSVE

76. OneSight schedules the VQ monitoring calls

77. VQ Probes can be configured to originate, answer or both for VQ calls

78. All VQ Prompt clips are recorded using built-in audio diagnostics

79. Listen to the actual call for further investigation on VQ issuesVQA and Network Metric LinkageCorrelate VQA reference-based VQ scores to other activity on the NetworkNetwork Metrics linked with VQ (PESQ/MOS-LQ) Scores:Jitter

80. Round trip time

81. Dropped, lost and duplicated packets

82. Out-of-sequence packets

83. Transmitted packets

84. Received packets

85. Recorded audio clipEasily pinpoint where the VQ problem is located

86. Nothing is more effective at identifying whether voice quality is acceptable than listening to the monitoring call Audio DiagnosticsVQ prompts may be recorded using built-in audio diagnostics

87. Recorded VQ prompt clip of the latest monitored call is attached to each VQ transaction

88. Originate and answer VQ prompts are separately recorded

89. Easy one click access to recorded VQ Prompt

90. Reference audio clip is provided to for comparisonsBy 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

91. OneSight VQA BenefitsWhich means the customer can …OneSight® Voice Quality AssuranceProactively determine when they have a voice quality issue and diagnose the problem before users complainPlaces active monitoring calls to measure voice qualityAccurately compare a received voice clip with a known reference, a method much more accurate than measuring IP packet impairmentsProbes reports the PESQ method of determining voice qualityLook at lost packets, packet jitter, and packet delay, to identify what is causing poor voice quality and narrow the list of possible sourcesReports packet information as well as MOS scoresQuickly see the voice quality across the enterprise and customize reports to meet their unique requirementsVoice quality dashboards and reportsIdentify infrastructure components that have an impact on voice quality and identify which ones are not performing correctlyIntellisearch

92. Empirix Testing as a Service™ - ETaaSEmpirix Testing as a Service™ - ETaaSa quality assurance solution for business-critical contact centers that have recently installed new platforms or are upgrading to new technologyThis flexible and customizable offering enables contact centers to:Accelerate deployment time of their contact center investment

93. Assure an outstanding quality experience for their callers

94. Prove that their infrastructure will perform under load from end-to-endETaaSworks 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

95. Benefits to Our CustomersWhich 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 exercisedProvides unlimited TDMand IP call capacityProvides customized testing solutions for any size contact center environment…be assured that their unique business needs aremet, and that they can realize the full ROI from their infrastructure…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 industriesLeverages nearly a decade of contact center testing experience Provides a cost model focused on OPEX versus CAPEX…be assured that the testing will fit into their operational budget as capital expenses are being slashed

96. Business DifferentiatorsHow Is This Solution Different from Other Vendor and Empirix Solutions?Flexible deployment modelTechnology DifferentiatorsOn premise and/or remote call generation to completely saturate a contact center infrastructure

97. Two-way voice quality to focus on the call between the agent and the customer

98. Interoperability of new IP technologies and VoIP protocols

99. Additional media types (video, IP fax, etc)Hosted application testing for IP and TDM environmentsHammer 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 desktopProvides precise performance measurements including:Variation in IVR/database response timesVariation in calls time-to-connectPrompt errors or poor prompt qualitySpeech recognition errors and response timesBusy signals or dropped callsHammer On-Call™ Hosted Testing Solutions

100. Proactive hosted customer experience management solutionMonitors 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 agentMeasures carrier performance, host and database response times, prompt correctness, dynamic data accuracy, call quality, call routing, queue times, screen pop accuracy and timelinessRegular periodic callsAlerts when threshold is metPerformance metrics from each monitoring call posted to web siteIncluding audio recordings of failures Quickly diagnose and fix urgent problemsAutomatically generate summary management reports and detailed technical reports Compare performance benchmarks and issues Help identify opportunities to continuously improve performanceVoice Watch® Monitoring Service

101. Reports Turn Data Into Information

102. Hammer Fleet OverviewNext 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 scenariosHammer Edge™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 customersAutomated Functional and Performance Testing for IPand TDM Communications ProductsFlexible, scalable, and comprehensive solution to verify core IP and TDM network devices, applications and servicesHammerG5™ and FX-TDMHammerSIP TT™Flexible IP Network Device Emulation Advanced VoIP and IMS device emulation delivers significant test cost savings and scenario flexibility over using real devicesHammerDEX™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 fasterHammer Call Analyzer™

103. We Deliver ConfidenceHammer Test Engine™ worldwide standard, 30+ patents issued/filed

104. VoIP & IMS leader voice, video, mobile, web, fax, IM, presence, UC

105. Products fieldproven for quality, scale, and performance

106. Deep technical expertise & focus

107. Recognized and respected

108. Industry-leadingprofessional services teams

109. Simply easy to work with“Unrivaled Innovation in End-to-End Testing of IP Communications”Obsessive about understanding & meeting customer needs

110. Consultative approach, tailored solutions

111. Proven track record of customer success

112. Thousands of customers worldwide“Unmatched Expertise Applied”“Unabashed Customer Intimacy”

Empirix scrolling presentation for neccf event 052110

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