Empirix debuts contact center test program

Thu, 06/25/2009 - 8:25am
Brian Santo

Empirix has introduced a new program in which it will craft custom combinations of its test products and expertise in contact center operations to fulfill customers’ requirements for validating the quality of the user experience and overall performance of contact center operations.

Empirix Testing as a Service tests an entire contact center infrastructure at full call capacity. The company’s Hammer test facilities are capable of unlimited TDM and IP call capacity, allowing Empirix to design a solution for any size environment, and allowing organizations to measure the quality of experience between customers and agents, the company said.

Empirix Testing as a Service can be tailored to solve a variety of business problems facing today’s contact centers, including compliance to industry-specific performance regulations, successfully migrating to IP and mitigating the risk of deploying multi-vendor infrastructures.

The approach is designed to help organizations reduce capital expenditures for testing and focus on delivering the highest ROI from its contact center. For companies with thousands of concurrent calls driven over IP and PSTN, Empirix Testing as a Service tests the full call capacity, including testing the agent desktop for CTI performance and call quality, the company said. Call loads can be delivered either directly to the contact center through the PSTN or on-premise with Hammer call generators.

Empirix Testing as a Service provides test solutions that address the entire infrastructure – carrier, ACD, IVR, CTI and CRM – and verify call voice quality.

To monitor testing, Empirix Testing as a Service provides a secure, real-time results viewer so that everyone in the organization’s implementation team – wherever they are located – can see the call control data, media statistics and other test results as the test is executing, the company said.

With this detailed data, Empirix Testing as a Service also helps organizations address regulations for contact center performance and data security in industries such as finance, insurance, travel and utilities.

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