Empirix Extends Contact Center Testing and Monitoring Lifecycle
January 23, 2009
By Tim Gray
, TMCnet Web Editor
As voice application testing and monitoring solutions player Empirix (News
) extend its business through effective partnerships, it has leveraged its contact center testing and monitoring solutions throughout the technology lifecycle.
The Bedford, Massachusetts-based Empirix, which specializes in helping organizations adopt complex communications solutions, counts planning, assessment, and development; focused testing during roll-out; and on-going contact center testing and monitoring as part of its technology lifecycle.
In fact, Since 1992, Empirix’s Hammer testing and monitoring solutions have helped Network Equipment Manufacturers (NEMs), Service Providers and Enterprise Contact Centers successfully transition to new technologies including Unified Communications (News
) IP Contact Centers, VoIP, NGN, and IMS-based networks.
The design behind the contact center testing and monitoring solutions is to help organizations use a more comprehensive approach to contact center testing and management. This includes from pre-deployment testing to customer experience monitoring as well as identifying problems before customers or agents are affected, according to the company.
The range of products and services from Empirix are also varied.
“Our customers are seeking flexibility and innovative solutions. It is imperative that our customers continue to provide what their end-users require but at a reduce cost,” Nichole Berg, director of Marketing Communications at Empirix, recently told TMCnet. “Our customers look to Empirix to help ensure the reliability of their telecommunications systems pre and post production because this ultimately reduces repair and service costs.”
For example, notes Berg, the company’s contact center business has more customers looking for hosted testing because it helps them reduce capital expenditures which affect the bottom line.
In addition in the contact center space, is OneSight for Contact Centers
. It is the only proactive contact center monitoring solution designed for contact center technology providing a combination of application-level and infrastructure performance data in a Web-based interface.
This has played an important role in the contact center space as company’s continue to demand application and infrastructure performance in a single interface.
At the same time theWeb offerings, OneSight for Web
, monitors the performance of a company's Web applications to ensure the best possible Quality of Experience for end users. In addition, OneSight tracks the performance of your Web applications, managing user transactions and the operation of components such as servers and network devices, detecting changes that could jeopardize application performance.
The Managed Service Offerings provide Empirix expertise and experts to test and to monitor your contact center applications using proven methodologies and Hammer technology.
Tim Gray is a Web Editor for TMCnet, covering news in the IP communications, call center and customer relationship management industries. To read more of Tim’s articles, please visit his columnist page.
), which employs Empirix's Hammer solutions, said it “allowed us to automate around 95 percent of our testing. Overall, we automate between 30 percent and 35 percent of all test activities. This automation has allowed us to slash the exorbitant integration effort and costs. We're very satisfied indeed."
Edited by Tim Gray