Saturday, 25 November 2017

Ixia helps contact centres improve customer service

Ixia
Wednesday 15 May 13

Ixia now offers a solution to validate and harden the critical infrastructures of enterprise contact centres, which continues to grow in importance during the age of social media and an always-on environment. The new Ixia Chariot Contact Center, based on the award-winning IxChariot network assessment technology, enables enterprises to proactively assess the performance, scalability and security of their IP communications infrastructures at any load. Poor customer service experiences can quickly turn viral and damage a company&rsquo…

Ixia now offers a solution to validate and harden the critical infrastructures of enterprise contact centres, which continues to grow in importance during the age of social media and an always-on environment. The new Ixia Chariot Contact Center, based on the award-winning IxChariot network assessment technology, enables enterprises to proactively assess the performance, scalability and security of their IP communications infrastructures at any load.

Poor customer service experiences can quickly turn viral and damage a company’s reputation, and untested infrastructures along with the effects of increasing targeted telephony denial of service (TDoS) attacks can lead to significant losses of loyal customers and sales. The Chariot Contact Center solution’s fast, easy-to-use testing validates the reliability of contact center networks and mitigates current infrastructure concerns. The resulting actionable insights enable an enterprise to know, not guess, how the contact centre will respond during the most important customer engagement seasons and the times most vulnerable to malicious attacks.

News highlights
Traditionally, enterprise contact centre managers have not had the necessary tools to actively test how their infrastructures will hold up under real-world conditions, and capacity testing was largely ignored. Sporadic testing coupled with the increasing use of TDoS attacks meant that costly downtime was inevitable. Now, with the Chariot Contact Center solution, within minutes enterprises can create a call tree of any volume and run multiple simulated scenarios to assess and validate the contact centre network’s reliability.

The powerful Ixia Chariot Contact Center solution offers an intuitive web-based user interface with drop-downs and form-fills that use common call centre terms to guide users through test case creation, deployment and reporting. Providing medium to massive-scale, high-fidelity simulations of protocols and caller traffic, the solution combines the needed capabilities to:

• Validate IVR menus.
• Test automatic call distributors.
• Model contact centre traffic.
• Verify emergency call systems and robot calls.
• Validate threat-blocking policies.
• Measure quality of experience.

The Ixia Chariot Contact Center solution gives enterprises the confidence that critical communications infrastructures will handle heavy call loads, route calls as expected and maintain exceptional voice quality.

Industry commentary
“SecureLogix helps protect many contact centre environments from TDoS attacks, which involve burst calls meant to flood and overwhelm corporate voice resources,” said David Heard, SecureLogix Vice President of Product Management and Marketing. “Ixia’s solutions are an important component of TDoS prevention, allowing an enterprise to stress-test its infrastructure, profile its vulnerability level to TDoS and better ensure business continuity.”

“The enterprise contact centre infrastructure is becoming more complex even as the importance of stellar customer service continues to grow. Fortunately, Ixia was able to leverage its core technology expertise to develop a solution that easily tests and assesses the quality of experience in the network to help enterprises maintain superior customer contact centres with rock-solid network infrastructures,” said Don Shin, Sr. Product Marketing Manager of Ixia. “By providing an easy-to-use way of validating critical customer service infrastructures at load, Ixia’s Chariot Contact Center solution answers a growing and important need for today’s enterprises.”


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