inContact Selects Confio’s Ignite Software for Database Performance Management

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inContact selects Confio Software for its Ignite tools for database performance management.

Today Confio Software announced that inContact, the leading provider of cloud contact center software and contact center agent optimization tools, has chosen Ignite as its database performance management software solution. Ignite’s real-time database monitoring enables inContact to proactively analyze and detect any potential performance issues before they impact customers or critical business functions.

“One of our challenges was that an internal synchronization module was causing billing and order entry delays,” said Timothy Hammer, director database administration at inContact. “We needed to maximize our customer service response time and eliminate any and all delays in these critical areas. Ignite allowed us to do exactly that with an easy, intuitive solution.”

Using Ignite’s blocking feature, inContact was able to identify queries that were hindering the company’s billing and order system. The team worked with its developers to optimize the database transactions with a simple fix, and users noticed a significant improvement right away.

inContact also relies on Ignite’s performance metric collection capability to load counters from inContact’s own applications in order to quickly correlate application performance to database performance. Customized Ignite alerts are then sent to the company’s Network Operations Center and key engineers.

“This feature alone enables us to be so much more proactive,” adds Hammer. “Our architects, engineers, developers and technical support all have access to Ignite and now any one of us can quickly detect and correct potential performance issues before they impact customers. In short, Ignite is one of the best database tools I have used.”

“inContact needed a performance monitoring tool that could not only keep up with their fast-paced environment, but go beyond simply showing metrics and provide actionable insight,” said Alison Rogstad, account manager for Confio. “By implementing Ignite, inContact has been able to get a complete picture of their database performance and virtually eliminate any issues that could impede normal business operations.”

Ignite for DB2, SQL Server, Oracle, VMware and Sybase is the one monitoring solution that identifies, analyzes and resolves all of the performance problems affecting applications and users. Unlike other software, Ignite doesn’t just show health metrics, it applies wait-time analysis to correlate the most important performance data to build a complete picture of the database performance for the DBA, Developer and DBA manager.

Additionally, Ignite gathers real time session data, server resource levels, and query information. It analyzes historical trends of response time over different dimensions – such as wait event, program or partition. Then Ignite correlates the data to lead the DBA through the most important problems and solutions.

For more information about Confio's solutions for DBAs, please visit http://www.confio.com.

About Confio Software
Confio Software develops database performance solution for DBAs, IT managers, and database developers, for both physical and virtual server environments. Confio’s flagship product, Ignite, helps eliminate bottlenecks, speed problem resolution, and reduce the cost of operations for SQL Server, Oracle, DB2 and Sybase databases and VMware servers. Since the company’s founding in 2002, Confio products are developed and supported from the Boulder, CO headquarters. For more information visit http://www.confio.com.

About inContact
inContact helps contact centers around the globe create profitable customer experiences through its powerful portfolio of cloud contact center software solutions. The company's services and solutions enable contact centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit and ensure ongoing customer-centric business improvement and growth. To learn more, visit http://www.inContact.com.

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Claire Mylott
Four Corners Communications
(303)455-0933
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