Empirix Partners with blackchair to Expand Contact Center Portfolio

Partnership

Empirix has expanded its portfolio of contact center test and monitoring solutions through a partnership with change management solutions company blackchair Limited, the company announced today. Integrating blackchair’s Spotlight change management suite with Empirix’s existing contact center test and monitoring solutions will enable organizations to improve customer experiences, take operational processes to the next level of maturity, reduce costs and mitigate risk with faster, more rigorous configuration release management and agnostic auditing. Organizations will now be able to quickly detect problems and trace them back to changes in the contact center environment.

Unified Communications Testing: Invest Now or Pay the Price Later

Investment

The more widespread the adoption of Unified Communications across a company’s internal and external audiences, the greater the benefits. But the first step is to ensure that the IP infrastructure has adequate resources to intelligently integrate all the required voice, video, and data sessions. UC systems must reach hundreds of thousands of endpoints and it is critical that every customer contact, whatever the mode, be straightforward and easy-to-use.

Customer Service: Are You Using Your Customers As Your Lab Rats?

Lab Rat

Companies test just about every product before bringing it to market, from jet liners to smart phones. Before products come in contact with customers, companies already know how they’re going to work and what experience the user will have. New products might have a minor glitch here or there, but the big stuff is assured.

Weaving Together the Components of a Comprehensive Monitoring Solution

Weaving Loom

Today’s communications environments are very complex. If you’re not monitoring your systems on a consistent and constant basis, you will undoubtedly run into trouble. At the same time, a comprehensive solution has to have a variety of functionalities in order to successfully monitor this type of environment.

What is Passive Monitoring?

Closer Look at Passive Monitoring

No matter how solid a communications system is when it’s first implemented, things tend to go wrong over time. As you add new technology, change settings, have increased voice or data volumes, and more, it becomes a requirement that you monitor your communications systems to ensure they run as expected.

Empirix Testing as a Service Expanded for Voice Biometrics

Customer Experience

With Empirix Testing as a Service (ETaaS), companies can more effectively validate authentication and enrollment applications that utilize voice biometrics to authorize users, as well as the voice response and mobile applications they front-end. By testing performance and identity fraud scenarios prior to deployment with ETaaS, companies can speed deployment cycles, cut project costs and preempt customer-impacting issues.

Examining the Transformation of Customer Contact Centers

Contact Center Improvements

Empirix Inc., the market leader of service quality assurance solutions for new IP communications, today announced the results of an industry survey, conducted by Opus Research and sponsored by Empirix, about the adoption of online tools into enterprise customer care programs.