Empirix (News - Alert), a major player in end-to-end network performance visibility with the unique ability to analyze customer behaviors by application in real-time, has recently signed an extended agreement with Genesys (News - Alert), a provider of customer experience solutions including a predictive dialer that is free from complexity.
In line with this agreement, both companies will jointly offer Genesys Testing-as-a-Service that is powered by Empirix to their mutual customers. This offering will help contact centers to quickly and cost-effectively ensure the customer agent experience is at the highest level possible, prior to deployment.
“Genesys is committed to providing the solutions that enable businesses to create the best possible customer experience,” said Peter Deen, vice president, Professional Services EMEA, Genesys, in a statement. “With the complexity of the contact center environments in which we operate, it is essential that any solution is thoroughly tested before it goes live. Through our joint offering with Empirix, we are continuing to deliver on this promise by empowering organizations to quickly and cost-effectively validate the customer experience to ensure quality and drive loyalty.”
For validating the scalability and performance of new or modified voice self-service application, GTaaS combines Empirix’s Hammer Test technology with customizable services. This helps companies to complete projects on time and on budget. GTaaS supports technologies including VoIP, SIP, TDM, and IMS protocols, as well as multiple contact center products, media types and network elements.
Tim Moynihan (News - Alert), vice president of Marketing, Empirix added, “With GTaaS, we are working with Genesys to provide businesses with the technology, services and expertise they need to ensure optimal contact center performance, even in the face of constant change to their systems. We look forward to continued partnership with Genesys as we provide solutions to help businesses worldwide to increase customer satisfaction and positively impact their bottom line.”
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Edited by Jamie Epstein