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How to test/monitor new/existing SIP deployments

Stuart Walsh Engineering Manager EMEA Tel: +447714098786 Email: swalsh@empirix.com. Customer Experience Management. How to test/monitor new/existing SIP deployments. Agenda. Empirix overview What are the challenges involved with a SIP deployment Voice quality Voice latency

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How to test/monitor new/existing SIP deployments

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  1. Stuart Walsh Engineering Manager EMEA Tel: +447714098786 Email: swalsh@empirix.com Customer Experience Management How to test/monitor new/existing SIP deployments

  2. Agenda • Empirix overview • What are the challenges involved with a SIP deployment • Voice quality • Voice latency • Testing SIP calls from a customer’s perspective • Empirix approach • Deploy SIP “right first time” • Testing end to end • Empirix examples

  3. Empirix overview • Leading provider of voice testing/monitoring solutions • Carriers • Equipment manufacturers and software companies • Service providers • Enterprises “Quality matters”

  4. Can a customer get served by self service or an agent in a reasonable amount of Time Can a customer hear both the system and the agent ? Can the agent hear the customer ? If either of the above are not satisfied; We need to detect it and fix it before the real customer has a bad experience Challenges involved with a SIP deployment

  5. QoE Monitoring Switch Gateway SpeechRec I V RApplication CTI Server/Switch ScreenPop PSTN Internet Testing SIP calls from a customer’s perspective Caller dials toll free number Enters their account number Selects a menu option Transferred to an agent Agent answers question Receives account balance

  6. Service Assurance Vendor Consoles Switch Gateway SpeechRec I V RApplication CTI Server/Switch ScreenPop PSTN Internet Testing SIP calls from a customer’s perspective Caller dials toll free number Enters their account number Selects a menu option Transferred to an agent Agent answers question Receives account balance

  7. How does Empirix measure customer experience? • A simple substitution • Be the Caller • Be the Agent Avaya Agent Voice latency (Jitter, Packet Loss etc.) Voice quality (MOS, PESQ, PSQM)

  8. How do we fit into a typical Contact center? Virtual Caller SIP SIP Virtual Agent SNMP; HTTP; SSH; WMI; TCP/IP ports; JMX

  9. Empirix is Customer driven Traditional Solutions Empirix vs. traditional testing approach

  10. Contact center issues directly impact bottom line • Severe problems following a call center upgrade cost clothing retailer JCrew $3M (€2,34M) in addition to lost sales and dissatisfied customers, Sept 2008. • Had JCrew tested prior to going live severe customer impacting issues would have been detected • Significant negative impact to Brand, testing could have prevented this • US Telco delays rollout of new CC technology due to application and system errors. Lost ~ $800K (€ 625K) in troubleshooting and opportunity cost, May 2008. • Rollout significantly delayed incurring additional and significant cost to the business • Transformation delayed by 5 months using up significant internal and external resources • Fortis Bank Customer Case Study • By using Empirix Hammer On-Call Service, Fortis was able to upgrade its call centre while ensuring the highest levels of reliability. A detailed financial analysis shows that the project yielded a net benefit of €349,280, by ensuring that sales weren’t lost because of call centre problems, and by avoiding significant troubleshooting costs.

  11. Come talk to us about Customer Experience Management Thank You Steve Robertson Sales Manager Tel: +44 (0) 1344 741063 Mob: +44 (0) 781 569 5055 Email: srobertson@empirix.com Stuart Walsh Engineering Manager Tel: +44 (0)1344 747426 Mob: +44 (0)7714 098786 email: swalsh@empirix.com

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