Businesses are always updating their contact center systems in response to events like product launches, cost-cutting programs or mergers. Therefore, an understanding of all contact center systems can be difficult to obtain, especially for companies that have lost legacy expertise with time.
Empirix (News - Alert), provider of end-to-end network performance visibility with the ability to analyze customer behaviors by application in real-time, today unveiled Empirix Regression Testing as a Service (Empirix RTaaS), a new contact center quality assurance solution for ensuring that existing services are not negatively impacted when changes are introduced into complex contact center environments.
Empirix RTaaS is part of the Empirix Testing as a Service (ETaaS) suite, which provides customizable services that solve contact center business problems. It combines Empirix Hammer Test technology with services for auditing contact center operations, assessing customer experience and designing test plans. Empirix RTaaS measures the impact of changes on switching, routing, interactive voice response (IVR) and agent desktop solutions prior to their deployment to preempt customer.
"Customer care and marketing professionals know that contact center and IVR performance is critical to providing a high-quality customer experience. They are starting to appreciate how pre-deployment regression testing has a direct impact on the quality of their service," said Dan Miller (News - Alert), senior analyst and founder, Opus Research. "Empirix RTaaS provides a reliable and repeatable regression testing process designed to assure higher quality user experiences efficiently and cost-effectively."
Empirix RTaaS provides organizations with the knowledge of these systems to identify unused or underutilized resources, as well as the thousands of routes calls travel throughout the contact center. Businesses can then leverage the Empirix RTaaS solution to automate all test functions, including test script creation, execution, monitoring, reporting and documentation, and perform repeated regression testing.
Contact centers can also generate cost savings and return on investment (ROI) by automating their regression testing processes. In recent Empirix service engagements, companies saved between 60-70 percent when they automated processes they previously handled manually. They were also able to reduce the time needed to test new solutions and gain intelligence for correcting any issues detected.
"As organizations continually update their contact center systems, they must not only ensure that new features function properly prior to their deployment, but also that existing capabilities function at expected levels," said Tim Moynihan (News - Alert), vice president of marketing, Empirix. "With Empirix RTaaS, we're offering complete knowledge of a company's call center systems, combined with the ability to easily measure and document the impact that tens, hundreds or thousands of calls can have in an efficient and repeatable manner.”
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Edited by Rachel Ramsey