11

• Global headquarters in Bedford, MA USA• Regional headquarters in Europe (UK)

and Asia (Japan)• Industry pioneer, originally as Hammer

Technologies, founded 1992• Strong balance sheet; no debt

Company Overview

Empirix leads the market in service quality assurance solutions for new IP communications

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• Discover and remedy customer and agent impacting issues before deployment– Save Costs: less expensive and easier to address

problems prior to go-live– Mitigate the risk of network failure– Reduce time to deployment

• Proactively identify customer and agent impacting events in production– Be confident about quality of experience– Avoid outages– Minimize the impact of outages and slowdowns

• Gain measurable returns– Improved customer and agent satisfaction – Reduce customer churn– Shorten time to profitable business operations– Reduced toll charges and infrastructure costs– Increased service level compliance

Customer Value Proposition

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•Pre-routing•Fast busy•Ring NA

•Dropped calls

•Excessive silence

•Wrong/slow response

•Host query

•Config issues

•Routing•No data•Wrong data•Slow data

•Slow screen pop

•Agent desktop performance

Customer Experience

Carrier

PBX PBX PBX PBX

IVR IVR IVR

CTI CTI

CRM

Carrier Carrier Carrier Carrier

Ensuring the End-to-End Customer ExperienceAddressing Contact Center Goals•Cost reduction•Customer quality experience

IVR Performance

CTI/Routing Performance

End to End Performance and Voice Quality

44

Getting it Right the First TimeBest Practice

Test Methodology• Focus on true customer and agent

experience performance testing• Test end-to-end: carrier, PBX,

IVR, CTI, CRM, Call Manager, and agent endpoints

• Test through the layers: a phased approach

Phase

1 – Test the infrastructure

2 – Test voice self-service

3 – Test CTI routing

4 – Validate desktop screen-pop

Best Practice for Testing Contact Center Deployments • Validate the Contact Center

deployment from the customer perspective through the layers of infrastructure and application

• Isolate performance issues at the tested layer and avoid the “needle in a haystack” approach to troubleshooting problems

• Ensure that the invested technology delivers the expected customer experience to their customers

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Ham

mer

Tec

hnol

ogy

Phase 1Testing the Infrastructure

IP P

hone

s

IP N

etw

ork

VQ

Age

nt

Car

rier

Voice Gateway

Voice Switch

Voice Quality

Infrastructure

Carrier Capacity, Infrastructure Capacity, QoS,

Data Security

Testing Scenarios• Carrier/switch capacity• Load balancing• Voice quality (VQ)• Data impact on VQ

Testing Measurements• Calls per minute• Calls connected, busy,

ring and no answer• Two-way audio• PESQ VQ scoring• Jitter, dropped/duplicate

packets, etc.

Vulnerability• Over load• Security and attacks

Benefits• Confidence in

foundational elements working properly

• Happy customers • Their calls get through

with high voice qualityD

ata

Atta

cks

Dat

aA

ttack

s

Edge Technology

66

Ham

mer

Tec

hnol

ogy

IP P

hone

s

IP N

etw

ork

VQ

Age

nt

Car

rier

Voice Gateway

Voice Switch

Voice Quality

Infrastructure

Carrier Capacity, Infrastructure Capacity, QoS,

Data Security

Dat

aA

ttack

sD

ata

Atta

cks

Edge Technology

Phase 2Testing Voice Self-Service

VX

ML

IVR

App

licat

ions

Spe

ech

Rec

ogni

tion

Bac

kend

Hos

t

Text

-to-

Spe

echVoice

Portal

Voice Self-Service

Licensing, App Server Load,

Backend Host Availability

IVR Application TestingBenefits• Confidence in not having to

involve an agent

• Happy customers – satisfaction without having to speak with an agent

• Happy management – no agent involvement; reduce costs

Testing Scenarios• IVR busy hour/cay• Speech recognition accuracy• IVR failover• Hosted IVR platform

Testing Measurements• Prompt recognition• Time to connect• Time to greet• Prompt/database response time

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Phase 3Testing CTI Routing

VX

ML

IVR

App

licat

ions

Spe

ech

Rec

ogni

tion

Bac

kend

Hos

t

Text

-to-

Spe

echVoice

Portal

Voice Self-Service

CT

I Ada

pter

CT

I V

AS

CTI Routing

Call Transfer, CTI Attached Data Proper Routing

Testing Scenarios• IVR-to-CTI

integration• Default routing• CTI failover• Hosted CTI platform

Testing Measurements• Calls answered by

virtual agents• CTI attached

data passed• CTI key/value

comparison to CED

Benefits• Confidence in

routing infrastructure

• Positive customer experience with reduced costs

Ham

mer

Tec

hnol

ogy

IP P

hone

s

IP N

etw

ork

VQ

Age

nt

Car

rier

Voice Gateway

Voice Switch

Voice Quality

Infrastructure

Carrier Capacity, Infrastructure Capacity, QoS,

Data Security

Dat

aA

ttack

sD

ata

Atta

cks

Edge Technology

Routing Infrastructure

IVR Application Testing

Licensing, App Server Load,

Backend Host Availability

CTI Testing

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Phase 4Desktop Screen-pop Validation

CR

M A

pplic

atio

n S

erve

r

Bac

k O

ffice

Hos

t

VX

ML

IVR

App

licat

ions

Spe

ech

Rec

ogni

tion

Bac

kend

Hos

t

Text

-to-

Spe

echVoice

Portal

Voice Self-Service

CT

I Ada

pter

CT

I V

AS

CTI Routing

Call Transfer, CTI Attached Data Proper Routing

Ham

mer

Tec

hnol

ogy

IP P

hone

s

IP N

etw

ork

VQ

Age

nt

Car

rier

Voice Gateway

Voice Switch

Voice Quality

Infrastructure

Carrier Capacity, Infrastructure Capacity, QoS,

Data Security

Dat

aA

ttack

sD

ata

Atta

cks

Edge Technology

Routing Infrastructure

IVR Application Testing

Licensing, App Server Load,

Backend Host Availability

CR

M V

irtua

l Age

nt

CRM Desktop

Screen Pop Performance, CTI Adapter

Capacity, CRM Call Control

CTI Testing

CTI Testing

Testing Scenarios• CRM-to-CTI integration• Screen pop

performance• CTI call control

Testing Measurements• Time to screen pop • Screen pop data• Comparison to CED

Benefits• Confidence in complete

system working properly

• Positive customer experience with reduced costs

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CR

M A

pplic

atio

n S

erve

r

Bac

k O

ffice

Hos

t

VX

ML

IVR

App

licat

ions

Spe

ech

Rec

ogni

tion

Bac

kend

Hos

t

Text

-to-

Spe

echVoice

Portal

Voice Self-Service

CT

I Ada

pter

CT

I V

AS

CTI Routing

Call Transfer, CTI Attached Data Proper Routing

Ham

mer

Tec

hnol

ogy

IP P

hone

s

IP N

etw

ork

VQ

Age

nt

Car

rier

Voice Gateway

Voice Switch

Voice Quality

Infrastructure

Carrier Capacity, Infrastructure Capacity, QoS,

Data Security

Dat

aA

ttack

sD

ata

Atta

cks

Edge Technology

Routing Infrastructure

IVR Application Testing

Licensing, App Server Load,

Backend Host Availability

CR

M V

irtua

l Age

nt

CRM Desktop

Screen Pop Performance, CTI Adapter

Capacity, CRM Call Control

CTI Testing

CTI Testing

Getting it Right the First TimeTest Through the Layers

Call Generation Technology

Multi-Modal and

Vulnerability Technology

Call Answer and

Response Technology

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Overall Benefits• Improve containment and triage of issues

– Prevention of customer experience failures

• Automate repeatable and objective– Validates IVR performance, speech recognition, routing strategies, CTI data– Removes human perception and delay in recognition

• Holistic visibility– Track application performance in real-time– Visual correlation of key events/metrics– Capacity planning

• Customizable alerts, reports, and views– Enable organization of information by any attribute preferred: Application,

Line of Business, Geography, Technology, etc.– Restrict data access (views) as necessary on a per user/group basis– Event-based alerting, action plans and escalation

CONFIDENCE THAT THE NETWORK WORKS AS IT SHOULD

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We Deliver Confidence

Early validation and ongoing assurance up through ‘Day 2’

Maximize communication technology investment get it right the first time

Maximize business value confidence that “it works”

Great customer and agent experienceretain and grow revenue

Effective communications operations quality from end to end

Quality is a positive customer experience, end to end.Is End-to-End Quality Assurance important to you?

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As Contact Centers Evolve to Multi-modal Capability

Evolve to IP network infrastructure

Add multiple channels

Unify all communications

Evolution of your contact center should

only improve your customers and

agents’ experience

Are you evolving your communication network to a converged IP/UC infrastructure?

It’s all about your customer’s communications experience

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CRMWeb Server

End to End Testing/Monitoring

CRMApp Server

DatabaseCTI

Driver

Virtual Agent

Sync Server

Virtual Agent PoolVirtual Agent

RoutingDatabase

CTI

Automated Agent

ACD/PBXGateway

IIVR

Attached Data and Measurements

PSTN

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Service Delivery Methodology

FullyHosted

Contact Center

On Premise Delivery• Security policies• Unavailable test data

MixedUnlimitedcapacity

Contact Center

Contact Center

PSTN/IP

PSTN/IP

Managed Services Delivery Method to Meet Customer Requirements

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• Brazilian service provider fined $750K in Jan 2009 for failing to comply with Government standards for contact center customer service

• Severe problems following a website and call center upgrade cost clothing retailer JCrew $3M in addition to lost sales and dissatisfied customers

- Sept 2008

• US Telco delays rollout of new CC technology due to application and system errors. Lost ~ $800Kin troubleshooting and opportunity cost

- May 2008

Contact Center Issues Directly Impact Bottom Line

*Yankee Group

In a production environment when self-service isn’t working properly... the cost jumps from $0.50 to $7.00 per transaction*

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Why Voice Quality is Important• Voice quality is vital because it is what we expect

– One of the most important criteria for VoIP systems is that the voice quality be at least as good as that provided by the traditional switched telephone network.

• Phones are the lifeblood of organizations so they cannot afford to deploy or maintain systems with: – Garbled or underwater sounds

– Dropped calls

– One way audio

– Long connect times

• When customers call, voice quality can improve or ruin the relationship– Poor voice quality should never become

an issue in CSAT scores or AHTs

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• Customers are encountering problems and poor performance– Hanging up– Frustration with menus and system

• Lots of tools targeted at individual systems and applications

• You can’t get a good indication of user experience from all the tools

• System failures are detected after customer complaints

• Conference calls are needed among system experts to diagnose and repair problems

• Performance history is lost

Do Your Customers Have These Problems?

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Contact Center Products OverviewHammer

Test SystemAutomated Contact Center Application Testing

The unsurpassed industry standard solution for testing contact center applications. This system verifies operational performance under real-world call traffic conditions prior to the deployment of

any new or upgraded application.

OneSight for Contact Centers™

Proactive Monitoring of Contact Center ApplicationsThese on-going contact center monitoring solutions emulate the

experiences of customers and agents to help ensure the consistency and performance of voice applications and systems.

Now with the Voice Quality Assurance Solution

Empirix Testing as a Service™

Custom End-to-End Testing SolutionDesigned for any size contact center environment, this solution delivers unlimited TDM and IP call capacity, uniquely measuring

the quality of experience between customers and agents - resulting in the highest quality testing of the entire infrastructure.

Leverage our ExpertiseDelivered by Empirix experts using our hosted Hammer

equipment, our managed services offerings cover the entire deployment lifecycle from benchmarking and base lining, through pre-deployment testing, to on-going post deployment monitoring.

Managed Services

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• Automated solution for testing contact center applications – Thorough approach to acceptance, regression and load testing

• The Hammer Test System is a total hardware and software solution consisting of:– Hammer CallMaster for test development,

debug, scheduling and reporting– Hammer G5 or FX for call generation to test VoIP

and TDM systems

• Graphical tool for scripting and scheduling; rich set of reports

• Dynamic prompt and speech recognition testing for testing vendor independent speech applications

• Testing for measuring and characterizing voice quality over VoIP devices and networks

Hammer Test System

2020

• Reduction of project cycle times per application deployment– Test automation is faster than manual testing

• Increased efficiency of full time employees per testing cycle– Test automation can do the work of many manual testers– Manual testers therefore focus only on failed

automation tests (<10%), not all tests (100%)• Increased test coverage

– Automation increases the breadth and depth of testing, because of its efficiency

– Automation is the only way to effectively conduct scalability testing

• Higher quality applications deployed to production environment– Fewer production outages– Decreased cost of support

Business Benefits of Hammer Test System

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• Assure the quality of the customer transaction: identify when problems occur before the customer and agent complain

• Detect problems early: determine where the problems are in the contact center and what you can do to fix them

• Identify trends: performance management reports provide a view into what is impacting the performance of your contact center

What OneSight Does For You?

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Tailored to YOUR Business

Real Time Views of Your Contact Center

2323

OneSight Voice Quality Assurance (VQA) Solution

(VQ) Probe

The OneSight Voice Quality probe is a software solution based on Empirix Hammer G5™ technology. When installed on a server or workstation, the voice quality probe registers as a phone extension within your IP-PBX and

places monitoring calls to other voice quality Probes or the OneSight Voice Engine.

Default VQ Dashboards and Reports

Pre-built default dashboards and reports that focus on voice quality, including Successful/Failed VQ calls, Lowest MOS score; VQ Metric

Trends.

VQ Recording VQ Prompts are recorded using built-in audio diagnostics. A recording of the

VQ Prompt clip for the latest monitored call is attached to each VQ transaction monitored. “Originate” and “Answer” VQ monitoring clips are

separately recorded.

Protocol Support SIP, Cisco SCCP, Avaya H323, Nortel UNISTim and narrow band Codecs (G711, G723, G729)

Separate Installer

The VQ Probe has a separate installer from OneSight. The VQ Probes can be installed anywhere inside the customer’s voice network.

VQA Solution Components

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How Does the OneSight VQA Solution Work?• VQ calls are placed between VQ

Probes or an OSVE to a VQ Probe– VQ Probes are placed at user/agent locations;

i.e. “where the phones are”– Actual calls are placed in order to completely

replicate the customer or employee experience – “Pre-canned” scripts (wait for/ place a call) are

available in VQ Probe More sophisticated call routing scripts such as IVR

navigation requires an OSVE

• OneSight schedules the VQ monitoring calls– VQ Probes can be configured to originate,

answer or both for VQ calls

• All VQ Prompt clips are recorded using built-in audio diagnostics– Listen to the actual call for further investigation

on VQ issues

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VQA and Network Metric LinkageCorrelate VQA reference-based VQ scores to other activity on the Network Network Metrics linked with

VQ (PESQ/MOS-LQ) Scores:

• Jitter

• Round trip time

• Dropped, lost and duplicated packets

• Out-of-sequence packets

• Transmitted packets

• Received packets

• Recorded audio clip

Easily pinpoint where the VQ problem is located

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Nothing is more effective at identifying whether voice quality is acceptable than listening to the monitoring call

Audio Diagnostics

• VQ prompts may be recorded using built-in audio diagnostics

• Recorded VQ prompt clip of the latest monitored call is attached to each VQ transaction

– Originate and answer VQ prompts are separately recorded

• Easy one click access to recorded VQ Prompt

• Reference audio clip is provided to for comparisons

By recording the VQ prompt, administrators can easily listen and verify voice quality issues of the actual placed call by clicking on

an icon on the OneSight monitor status display

2727

OneSight VQA Benefits

Which means the customer can …OneSight® Voice Quality Assurance

Places active monitoring calls to

measure voice quality

Proactively determine when they have a voice quality issue and diagnose the problem before users

complain

Accurately compare a received voice clip with a known reference, a method much more accurate

than measuring IP packet impairments

Look at lost packets, packet jitter, and packet delay, to identify what is causing poor voice quality and

narrow the list of possible sources

Identify infrastructure components that have an impact on voice quality and identify which ones are

not performing correctly

Probes reports the PESQ method of determining

voice quality

Reports packet information as well as

MOS scores

Intellisearch

Voice quality dashboards and

reports

Quickly see the voice quality across the enterprise and customize reports to meet their unique

requirements

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This flexible and customizable offering enables contact centers to:

• Accelerate deployment time of their contact center investment

• Assure an outstanding quality experience for their callers

• Prove that their infrastructure will perform under load from end-to-end

Empirix Testing as a Service™ - ETaaSEmpirix Testing as a Service™ - ETaaS

a quality assurance solution for business-critical contact centers that have recently installed new platforms or are upgrading to new technology

ETaaS works within OPEX budgets to combine the power of Empirix testing products with the expertise of our consultative

services to ensure the ROI of a Contact Center investment

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Benefits to Our Customers

Which means the customer can …Empirix Testing as a Service™

Measures quality of experience between

customers and agents

…be assured that the results of testing are describing how their contact center infrastructure is working from

the customer and agent point of view quantitatively

…be assured that their contact center will function properly at full call capacity because the entire

infrastructure will be exercised

…be assured that their unique business needs aremet, and that they can realize the full ROI from

their infrastructure

…be assured that the testing will fit into their operational budget as capital expenses are being slashed

Provides unlimited TDMand IP call capacity

Provides customized testing solutions for any

size contact center environment

Provides a cost model focused on OPEX

versus CAPEX

Leverages nearly a decade of contact center testing

experience

…be assured that the test solution, the plan, the execution of the test and the preparation of the results

are being completed by a company with experience testing contact centers for many industries

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Business Differentiators

How Is This Solution Different from Other Vendor and Empirix Solutions?

• Flexible deployment model

Technology Differentiators• On premise and/or remote call

generation to completely saturate a contact center infrastructure

• Two-way voice quality to focus on the call between the agent and the customer

• Interoperability of new IP technologies and VoIP protocols

• Additional media types (video, IP fax, etc)

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• Hosted application testing for IP and TDM environments– Hammer On-Call helps ensure that voice applications and

infrastructure will scale to meet performance goals and customer experience

• Focuses on testing the self-service technologies of a contact center: – Service providers network, telephony systems, through backend

systems down to the agent desktop• Provides precise performance

measurements including:– Variation in IVR/database response times– Variation in calls time-to-connect– Prompt errors or poor prompt quality– Speech recognition errors and

response times– Busy signals or dropped calls

Hammer On-Call™ Hosted Testing Solutions

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• Proactive hosted customer experience management solution– Monitors the end-to-end performance of your voice applications

and infrastructure from the caller’s perspective – from the PSTN, through the IVR, and out to an agent

• Measures carrier performance, host and database response times, prompt correctness, dynamic data accuracy, call quality, call routing, queue times, screen pop accuracy and timeliness– Regular periodic calls– Alerts when threshold is met

• Performance metrics from each monitoring call posted to web site– Including audio recordings of failures – Quickly diagnose and fix urgent problems

• Automatically generate summary management reports and detailed technical reports – Compare performance benchmarks and issues – Help identify opportunities to continuously improve performance

Voice Watch® Monitoring Service

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Reports Turn Data Into Information

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Hammer Fleet Overview

Hammer Edge™

Next Generation Testing at the EdgeA sophisticated and advanced next generation multiservice test system that

emulates realistic behavior of users, devices in secure and unsecure network topologies, and predicts user experience within these realistic

scenarios

HammerG5™ and FX-TDM

Automated Functional and Performance Testing for IPand TDM Communications Products

Flexible, scalable, and comprehensive solution to verify core IP and TDM network devices, applications and services

Hammer Call Analyzer™

Troubleshooting, Debug and Analysis for VoIP/IMS NetworksIntuitive VoIP protocol, media analysis and diagnostics test tool designed to

minimize debug time as well as identify and solve problems faster

HammerDEX™

Flexible IP Network Device Emulation Advanced VoIP and IMS device emulation delivers significant test cost

savings and scenario flexibility over using real devices

HammerSIP TT™

The industry’s First SIP Trunking Service Turn-up Test ToolEasy-to-use, portable test tool that cost effectively verifies media quality,

provisioned capacity and Quality-of-Service (QoS) metrics for establishing Service Level Agreement (SLA) with enterprise customers

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We Deliver Confidence

“Unrivaled Innovation in End-to-End Testing of IP Communications”

“Unmatched Expertise Applied”

“Unabashed Customer Intimacy”

• Hammer Test Engine™ worldwide standard, 30+ patents issued/filed

• VoIP & IMS leader voice, video, mobile, web, fax, IM, presence, UC

• Products fieldproven for quality, scale, and performance

• Deep technical expertise & focus

• Recognized and respected

• Industry-leadingprofessional services teams

• Simply easy to work with• Obsessive about

understanding & meeting customer needs

• Consultative approach, tailored solutions

• Proven track record of customer success

• Thousands of customers worldwide