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Recently, a well-known bank decided to upgrade its customized Siebel Call Center application — a critical enabler for quality customer interactions. Based on their past experience with upgrades, pre-deployment testing quickly became a top priority. The financial services company had experienced challenges with a previous upgrade of their CRM application. At that time, its strategy had been to focus most of its testing efforts on the agent desktop (CRM application). In addition, some of the telephony components were manually tested in isolation. Empirix developed a comprehensive test plan that was to generate production levels of inbound caller and agent desktop traffic. The result of the test was a detailed data set on system performance and a report that highlighted opportunities to tune the application for even better performance. In this case, the testing verified that performance was excellent and that the system would in fact support the financial services company’s expected call volumes. As a result, they could deploy with confidence, and the client's Siebel Call Center upgrade was flawless. In fact, the company reported that, “It was the smoothest rollout we’ve ever had.”
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