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August 16, 2012

Empirix Experiences Growth with Enhanced ETaaS for Voice Biometrics and a Brand New Partnership

By Amanda Ciccatelli
TMCnet Web Editor

Just in time for the 2012 SpeechTEK event in New York City on Monday, Empirix (News - Alert) introduced its enhanced quality assurance testing services for contact centers and mobile app developers that are using voice prints to improve application security and create a more hands-free user experience.

By providing end-to-end network performance visibility with the ability to analyze customer behaviors by application in real-time, Empirix helps service providers, mobile operators, contact centers and businesses optimize business processes to reduce costs, maximize customer retention and grow revenue.

With Empirix Testing-as-a-Service (ETaaS) companies can effectively validate authentication and enrollment applications that utilize voice biometrics to authorize users, as well as the voice response and mobile applications they front-end. By testing performance and identity fraud scenarios before deployment with ETaaS, companies can speed up deployment cycles, cut project costs and preempt customer-impacting issues.

Dan Miller (News - Alert), senior analyst and founder, Opus Research, said, “Enterprises must make sure that the applications for voiceprint enrollment as well as ongoing fraud detection are fast and friction-free. Testing can detect and help correct the sorts of faults in callflows and workflows that can give rise to poor caller experience.”

Tim Moynihan (News - Alert), VP of marketing at Empirix sat down with TMCnet at SpeechTEK on Tuesday to discuss the company’s new voice biometrics innovations and its growth in the industry.

“Customers are asking us about quality assurance before going live with it. It gives people a faster and better way to make transactions relating to mobile. This solution makes it easy to access your bank account using speech recognition and provides a high level of security,” Moynihan told TMCnet in an exclusive interview.

ETaaS combines services for designing and developing test plans, in addition to the Empirix Hammer Test technology to execute these tests. To evaluate applications using voice prints, Empirix tests both authorized and non-authorized user scenarios.

“In the era of the 'always on' consumer, companies must find new ways to delight and successfully engage with their customers at all times. Creating new, more convenient and more secure ways to communicate is an important part of this strategy,” Moynihan added.

He continued, “It all comes back to the idea of making sure it works, quality assurance and customers need to get and need to be confident that this is going to be a great and secure experience.”

In other recent Empirix news, Echopass Corporation revealed at SpeechTEK that it has added two new partners to the company’s EchoPlace Partner Network, Empirix and SimpliCTI. The new partners join more than 30 other EchoPlace partners in the program.

“Echopass has a well deserved reputation for providing the highest end-to-end service levels in the industry, and Empirix solutions will enable Echopass clients to further enhance performance and meet demanding customer experience requirements,” said Moynihan.

Echopass is a as-a-Service (SaaS (News - Alert)) provider of cloud-based contact center solutions to large enterprises. Its solutions serve corporations with up to 20,000 agents across multiple sites and complex application and infrastructure environments, while satisfying industry compliance and security requirements.  As the largest cloud-based technology partner network focused on the contact center industry, EchoPlace allows clients to adopt a path allowing for the integration of existing assets with the Echopass platform.

Additionally, Echopass enhances service monitoring tools for clients with an extensive set of solutions from Empirix. The first implementation within the Echopass cloud-based contact center, Empirix OneSight, provides centralized performance monitoring for multichannel contact centers operations including voice response, queuing, and routing to agents. OneSight measures voice, video and data quality in one solution and combines passive and active monitoring to proactively detect network issues before impacting customer interactions. 

Moreover, Empirix solutions enable improved business performance by predicting the end user’s communications experience, from end-to-end.  With Empirix OneSight provided through Echopass, clients ensure high performance and predict actions to improve business processes, troubleshoot issues and satisfy customers.

Echopass clients seek optimization of agent performance by enabling easy integration of enterprise systems that support customer interactions, and SimpliCTI helps contact centers achieve this by providing a deep level of integration with Customer Relationship Management (CRM) software.  SimpliCTI has developed an enhanced CRM Cloud Connector that Echopass is providing with integration to salesforce.com. 

“Looking further into this year, Empirix is looking to continue our momentum, and we want to continue our growth trends and work with large customers all around the world,” Moynihan concluded. “We have had strong growth in Europe, the Middle East and Africa regions as well as in North America - slightly more than half of our growth is in North America and rest has become international.”

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

Edited by Jamie Epstein