Empirix Testing as a Service Now Available for Contact Centers
June 24, 2009
By Susan J. Campbell, TMCnet Contributing Editor
Empirix Inc., a provider of service quality assurance solutions for new IP communications, has announced the immediate availability of Empirix (News - Alert) Testing as a Service.
The service is designed to combine Empirix products and professional services, and are tailored to meet an organization’s unique needs, catering to even the largest contact centers. Centers of all sizes can validate the quality of the user experience and overall performance in an effort to deliver the most business value in the least amount of time.
As a custom, end-to-end solution, Empirix testing can test an entire contact center infrastructure at full call capacity for any size environment. Offering unlimited TDM and IP call capacity, the completely customizable solution is able to deliver the highest quality testing and uniquely measure the quality of the experience between customers and agents.
Through the combination of Empirix’s best-in-breed Hammer technology and the company’s contact center testing expertise, Empirix Testing as a Service can be tailored to solve a variety of business problems facing today’s contact centers, such as industry-specific performance regulations, the successful migration to IP and mitigating the risk of deploying multi-vendor infrastructures.
“In today’s economic climate, customer retention is critical and therefore businesses need to ensure that their contact centers are delivering the highest level of customer service possible,” said Daniel Hong, lead analyst of Datamonitor’s Customer Interaction Technologies team, in a statement. “Empirix Testing as a Service is an economically palatable on-demand solution that identifies potential issues before they can negatively impact the customer experience – and as a result helps protect revenue.”
This new Testing as Service solution addresses an organization’s unique needs, helping the organization to reduce capital expenditures for testing and focus on delivering the highest ROI from its contact center.
Those companies with concurrent calls driven over IP and PSTN can benefit from Testing as a Service as it tests the full capacity, including the agent desktop for CTI (News - Alert) performance and call quality. Call loads can be sent directly to the contact center through the PSTN or on-premise with Hammer call generators.
This testing service provides a secure, real-time results viewer so that everyone in the organization’s implementation team can see the call control data, media statistics and other test results. As a result, these organizations can address regulations for contact center performance and data security in industries such as finance, insurance, travel and utilities.
“We believe that Empirix Testing as a Service addresses the most urgent needs of contact centers today. It provides a flexible, cost effective solution to ensure a high quality of experience for both their customers and agents,” said Tim Moynihan (News - Alert), vice president of marketing, contact center solutions at Empirix. “A lower cost of ownership and the ability to maintain high customer satisfaction levels are essential to succeeding in a challenging economy.”
As the economy remains in a slump, more and more companies are competing for fewer consumer dollars, not matter the industry. As a result, these contact centers must be ready to embrace the challenges that come their way with grace and exceptional customer service. Without a service-centered interaction with each and every customer, the company can lose their base. In times such as these, the customer is more valuable than ever.
Edited by Michael Dinan