Stuart Walsh Engineering Manager EMEA Tel: How to test/monitor new/existing SIP deployments Customer Experience Management

2 Empirix Confidential Agenda Empirix overview What are the challenges involved with a SIP deployment –Voice quality –Voice latency Testing SIP calls from a customers perspective Empirix approach –Deploy SIP right first time –Testing end to end Empirix examples

3 Empirix Confidential Empirix overview Leading provider of voice testing/monitoring solutions –Carriers –Equipment manufacturers and software companies –Service providers –Enterprises Quality matters

4 Empirix Confidential Challenges involved with a SIP deployment 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

5 Empirix Confidential Testing SIP calls from a customers perspective Caller dials toll free number Enters their accoun t numbe r Receiv es accoun t balanc e Selects a menu option Transf erred to an agent Agent answer s questi on Switch Gateway Speech Rec I V R Application CTI Server/ Switch Screen Pop PSTN Internet QoE Monitoring

6 Empirix Confidential Caller dials toll free number Enters their accoun t numbe r Receiv es accoun t balanc e Selects a menu option Transf erred to an agent Agent answer s questi on Switch Gateway Speech Rec I V R Application CTI Server/ Switch Screen Pop PSTN Internet Vendor ConsolesService Assurance Testing SIP calls from a customers perspective

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

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

10 Empirix Confidential 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 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 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 werent lost because of call centre problems, and by avoiding significant troubleshooting costs.

11 Empirix Confidential Come talk to us about Customer Experience Management Thank You Stuart Walsh Engineering Manager Tel: +44 (0) Mob:+44 (0) Steve Robertson Sales Manager Tel: +44 (0) Mob:+44 (0)