Amtrak Selects Empirix Solution
November 01, 2010
By Anil Sharma
, TMCnet Contributor
Amtrak, America’s nationwide passenger railroad, selected the Empirix OneSight Voice Quality Assurance solution to consistently monitor Amtrak’s traditional voice network to identify and prevent voice quality issues before they negatively impact the customer.
Officials with Empirix (News - Alert) said that with significant importance placed on ensuring Amtrak’s telephony servers operate as they should, the OneSight Voice Quality Assurance solution enables the company to proactively manage voice quality and the quality of experience (QoE) for customers on a 24/7 basis.
Amtrak serves more than 500 destinations in 46 states and three Canadian provinces with more than 21,000 miles of track. On average, more than 74,000 customers ride an Amtrak train each day, and more than 45,000 customers call into the Amtrak contact center each day, which operates for 24 hours every day.
As a result of a routinely high call volume and such weighted importance placed on providing high customer QoE, it is of the utmost importance that the Amtrak contact center operates as it should, connecting caller to agent in an appropriate amount of time, while also ensuring the best quality for the customer from end-to-end.
“In an industry where the competition is stiff—we compete with various methods of travel, land and air alike—it is imperative that we ensure a high-quality customer experience,” said Rob Early, lead IVR engineer of Amtrak, in a statement.
Early said that Amtrak needed a proactive approach to manage voice quality and the quality of the customer experience across the company’s network, while also controlling costs. “Of the solutions we evaluated, Empirix is the only provider that can fully emulate many aspects of caller behavior that we frequently look at, allowing us to monitor the overall health of specific components across the telephony servers. Empirix helps us stay true to our promise of delivering the best QoE to our customers.”
According to company officials, Empirix’s OneSight Voice Quality Assurance solution measures and reports on the actual call experience and identifies voice quality issues that other solutions cannot detect, providing telephony managers with a unique, real-time view of the server.
Company officials said that through the use of a preset dashboard, the OneSight Voice Quality Assurance solution enables organizations to see a realistic view of their telephony servers, making it easier to identify where a voice quality issue may exist and thereby fix it in a timely fashion. As a result, organizations can prevent end-user frustration, thus enhancing the customer QoE.
“Ninety percent of Amtrak’s diagnostic testing that finds problems between its IVR applications and back-end data systems are now fully automated by Empirix,” said Tim Moynihan (News - Alert), vice president of marketing of the Enterprise business unit for Empirix.
Moynihan said that using the solution, Amtrak can update their IVRs and test them in a pre-deployment phase, allowing them to ensure the call happens as it should.
He said that with Empirix, Amtrak is able to obtain reports that illustrate server activity through the preset dashboard, helping them identify issues long before they can impact the end-user—all with a cost effective solution.
“By implementing our solution to ensure voice quality from end-to-end, Amtrak clearly demonstrates their commitment to providing the best customer experience,” said Moynihan.Anil Sharma is a contributing editor for TMCnet. To read more of his articles, please visit his columnist page.
Edited by Jaclyn Allard