Ixia debuts a new solution that can validate and strengthen critical infrastructures for enterprise contact centers in order to meet the demands of the social media and an always-on environment.
Don Shin, Sr. product marketing manager of Ixia said, “The enterprise contact center 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 centers with rock-solid network infrastructures.”
A company’s reputation relies heavily on customer satisfaction, and poor customer service will have adverse effects. Also untested infrastructures and targeted telephony denial of service (TDoS) attacks will lead to more losses in consumers and revenue.
The new solution named Ixia Chariot Contact Center is based on the IxChariot network assessment technology. It helps enterprises proactively assess the performance, scalability and security of their IP communications infrastructures at any load.
The Chariot Contact Center solution delivers easy testing methods which validate the reliability of contact center networks and also protects current infrastructure. The actionable insights help enterprises actually detect and not just guess how the contact center will respond to busy customer engagement seasons and during malicious attacks.
According to officials the Ixia Chariot Contact Center solution provides an intuitive Web-based user interface with drop-downs and form-fills with easily understandable call center terms. This guides users through test case creation, deployment and reporting.
The new solution provides medium to massive-scale, high-fidelity simulations of protocols and caller traffic and is capable of validating IVR menus, testing automatic call distributors and modeling contact center traffic.
Also the contact center solution can verify emergency call systems and robot calls; validate threat-blocking policies and measure quality of experience. The Ixia Chariot Contact Center solution enables enterprises to benefit from communications infrastructures that can handle heavy call loads and route calls besides ensuring superior voice quality.
“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,” added Shin.
Recently Ixia introduced ControlTower architecture to help cloud hosting facilities and large enterprise campuses scale and rapidly deploy multiple segments for centralized, intelligent monitoring.