Many contact centers are cutting-edge technology adopters, so why has the migration to agile and DevOps practices not been fully embraced by some organizations?
Even with careful planning, technology failures or disruptions can occur and negatively impact customer experience. So how can you minimize risk, accelerate release cycles, reduce costs and consistently deliver a quality customer experience?
mmer Cloud Platform (HCP) is intended for infrastructure planning, application development (AppDev), DevOps, operations, and quality assurance (QA) teams who need to frequently execute tests to ensure their contact center applications are ready for business.
The reality of conducting business in the digital world is that technology is more in control of customer experience than we humans are. Consumers have high expectations. When things don’t go well, unmet expectations can devastate a company’s reputation and even negatively affect market share.
We’ve all been this guy (see pic above)….that’s why the most successful companies make CX their top priority. They know that a poor experience can leave their consumers feeling undervalued and angry. They also know that any resulting damage to the relationship is not easily repaired.
VoiceWatch, Empirix’s proactive contact center performance monitoring solution, is quick to identify current and future issues and their unique causes. Using transactional call flows to navigate a customer’s end-to-end experience via automation, VoiceWatch measures the availability, accuracy, and performance of network components, voice solutions, and back-end database systems. This empowers users to identify and fix problems before they impact customers.
To better serve our rapidly growing European client base, we recently moved our local office to a new location in Maidenhead, Berkshire. The new Saint-Cloud Way office is a short distance from our previous location. After years of double-digit growth, we had no choice but to expand our footprint in England. The move is already paying off.
With customers at the heart of every company, organizations who align their business strategies with the evolving demands of their customer base have an advantage. Nowhere is this more true than in contact center environments, which carry the burden of providing a quality customer experience when it is most needed. Automated end-to-end testing and monitoring detects and prevents issues across your contact center IVR applications, infrastructure and networks before your customers are affected. Why put customer experience at risk?
The main goal of the event was to run multi-vendor interoperability test sessions among different Functions Under Test from different participants, mainly Virtualized Network Functions (VNFs), Management and Orchestration (MANO) solutions and NFV platforms.
Empirix OneSight serves as the key service-level and problem management engine for contact center operations and IT service management professionals. The latest release of the solution features automated Avaya Aura® profiles for key service-level metrics with out-of-the-box deployment capabilities. Users can establish service-level objectives with pre-existing profiles, and benefit from reduced time to deploy new technologies.