Customer-focused Test Automation in Agile Environments

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Customers in Agile Environments

Companies migrating to an Agile development methodology have seen the benefits of accelerating deployments with smaller, more focused feature sets per release, but they have also experienced the pain of grouping those feature sets into workable code capable of being released to the public—without sacrificing quality. It is an Agile team’s responsibility to deliver working […]

Some Post-IAUG Thoughts

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After attending Avaya International Users Group in Orlando, I’m really excited about Avaya’s direction with Avaya Oceana™ centered around the Avaya Breeze engagement platform. It offers contact centers much more direct control over the mapping of the customer journeys. Direct control enables organizations to customize customer experience improvements based on real-time information and their own […]

Stay on Target with Customer Experience.

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On Target

Over the course of the past several months, I’ve noticed a dramatic increase in the number stories related to the benefits of improving customer and user experience (CX/UX). It’s refreshing, since Empirix has always focused on testing and monitoring from the perspective of a customer’s experience, ( top down) and because of this we can […]

Some Post Enterprise Connect Thoughts

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While attending Enterprise Connect in Orlando, Florida, a few items stood out: The emphasis on building the business case for SIP Trunking, and the number of sessions focused on how to avoid problems while deploying SIP trunks was rather surprising. Perspective has an interesting impact on how we consume information; Empirix has been helping customers […]

Top 10 Metrics to align Contact Centers with Agile Methodology and ensure you’re fit for business

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Fit for Business

Call centers are never short on metrics, but is the business utilizing the right metrics to ensure they are fit for business? Should those metrics change in an agile environment? The agile methodology for software development has definitely taken center stage, however, it struggles in large organizations with long standing processes and considerable investments in […]

Top 5 Ways a Test Automation Hero Gets His Organization Ready for End-To-End CTI Tests.

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Test Automation

Conducting end-to-end CTI tests can be daunting, even to the most experienced professional. Yet if a  few simple rules are followed, the level of effort and complexity in running a successful test can be reduced dramatically. Specifically, organizations should understand: 1. Who’s on First? Define the Metrics! Specifically the ‘screen-pop’, in your organization does screen […]