New version of OneSight launched for contact centres

Monitoring software enables enterprises to catch potential technology problems before customers are affected

Empirix have announced the latest version of its award-winning application monitoring solution, OneSight 6. OneSight 6 is a 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 centre 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 Centre Takes the Stage,” which explores enterprise practices for contact centre 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.