Solution launched for contact centre testing

New solution enables large contact centres to validate the quality of the user experience and overall performance to deliver the most business value in the least amount of time. 

Empirix Testing as a Service is a custom, end-to-end solution that tests an entire contact centre infrastructure at full call capacity for any size environment. With TDM and IP call capacity, this completely customisable solution delivers quality testing and uniquely measures the quality of experience between customers and agents.

Combining Empirix’s Hammer technology with the company’s contact centre testing expertise, Empirix Testing as a Service can be tailored to solve a variety of business problems facing today’s contact centres, including compliance to industry-specific performance regulations, successfully migrating 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 centres are delivering the highest level of customer service possible,” said Daniel Hong, lead analyst of Datamonitor’s Customer Interaction Technologies team.  “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.”

Empirix Testing as a Service draws on more than a decade of testing expertise from Empirix, the world leader in contact centre testing and quality assurance. Call loads can be delivered either directly to the contact centre through the PSTN or on-premises with Hammer call generators.

Tim Moynihan

To monitor testing, the product provides a secure, real-time results viewer so that everyone in the organisation’s implementation team – wherever they are located – can see the call control data, media statistics and other test results as the test is executing. With this detailed data it also helps organisations address regulations for contact centre 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 centres today. It provides a flexible, cost-effective solution to ensure a high quality of experience for both their customers and agents,” said Tim Moynihan, vice president of marketing, contact centre 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.”