ProtoCall One and Empirix have teamed on delivering a unique testing and monitoring service for contact centers in the U.K. that makes use of Genesys technology.
Empirix’s (News - Alert) testing and proactive monitoring services portfolio was recently enhanced with a ‘find, diagnose and fix’ capability.
Now, Genesys (News - Alert) customers can use the service to lower the cost and risk of implementing new or upgrading existing contact centers.
According to a recent “Hidden Cost of Technology Failure in the Contact Center” survey which looked at 100 U.K. companies, contact center project cost overruns can double the original project budget.
Officials with ProtoCall One and Empirix claim this is the first time in the U.K. that a full end-to-end service based on delivering automated calls is available.
The magic behind this new service is a combination of Empirix’s end-to-end automated call generation testing and monitoring with ProtoCall One’s service management and managed service capability.
The resulting solution ensures that the contact center is operating at maximum effectiveness by first identifying issues in the contact center and then working to diagnose and fine-tune the systems.
“ProtoCall One is harnessing the skills it has gained in making contact center projects work effectively into an offering to help all contact centers, new or existing. Our insight and expertise in this partnership together with Empirix’s renowned monitoring solutions offers our customers the ability to ensure their contact center is fine-tuned to deliver an excellent customer experience,” said Osman Ali, client director, ProtoCall One.
“Similar to a warning light on a vehicle, the new system enables us to see a customer’s contact center problems and issues flagged up as they arise, enabling us to pinpoint, diagnose and quickly correct the situation.'
Anuradha Shukla is a contributing editor for TMCnet. To read more of Anuradha’s article, please visit her columnist page.Edited by Stefania Viscusi