Empirix today announced the availability of Empirix Regression Testing as a Service (Empirix RTaaS), a new quality assurance solution for ensuring that existing services are not negatively impacted when changes are introduced into complex contact center environments. It combines industry-leading Empirix Hammer Test technology with customizable services for auditing contact center operations, assessing customer experience and designing test plans. With reliable, consistent, repeatable testing, 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-impacting issues, speed deployment cycles and cut project costs.
“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, 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.”
Businesses are continuously updating their contact center systems – and their underlying technology – in response to events such as product launches, cost-cutting programs or mergers and acquisitions. Therefore, comprehensive understanding of all contact center systems can be difficult to obtain, especially for companies that have lost legacy expertise over time. Empirix RTaaS provides organizations with complete knowledge of these systems to identify unused or underutilized resources, as well as the thousands of routes calls travel throughout the contact center. Armed with this information, businesses can leverage the Empirix RTaaS solution to automate all their test functions, including test script creation, execution, monitoring, reporting and documentation, and perform repeated regression testing on an ongoing basis as changes are introduced.
Contact centers can achieve substantial 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. And, they were able to reduce the time needed to test new solutions and gain actionable intelligence for correcting any issues detected.
Key features of Empirix RTaaS include:
- A comprehensive mapping of existing services, call flows and routing schemes
- Automated, predictable and repeatable test scripts that will traverse and verify contact center functions
- Flexible test execution capabilities that emulate real-world customer behaviors – at scale – to fully validate customer experience across the contact center
- Interoperability assurance for complex multi-vendor, multi-protocol environments
- Reports detailing issues for rapid correction
“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, 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. The result is significant cost savings, increased business efficiency and higher quality of experience for their customers.”
Empirix RTaaS is part of the Empirix Testing as a Service (ETaaS) suite, which provides customizable services tailored to solve a variety of business problems facing today’s contact centers. Empirix ETaaS ensures performance through end-to-end testing services that enable businesses to preempt issues from impacting customers, accelerate deployment time and maximize the value of technology investments.
Empirix is the recognized leader in end-to-end network performance visibility with the unique ability to analyze customer behaviors by application in real time. We help service providers, mobile operators and enterprises optimize business processes to reduce operational costs, maximize customer retention and grow top-line revenue. Through monitoring, analytics and intelligence, Empirix helps companies around the world realize the full value of their technology investments.
Empirix is a trademark of Empirix, Inc. in the United States and other countries.