Today’s communication environment is extraordinarily complex. We live in a time where everyone wants to communicate and interact in their own unique way. Clearly this situation can be very challenging for contact center operations managers. There is pressure to meet customer satisfaction goals and reduce the risk of new technology, while also keeping costs low and addressing other business goals.
Empirix today announced that the Empirix Hammer Test System is certified for integration with HP Application Lifecycle Management (HP ALM) and HP Quality Center. Organizations can leverage Empirix Hammer within HP ALM and HP Quality Center frameworks to validate functionality and performance of voice over IP (VoIP), contact center and unified communications (UC) solutions under real-world conditions and traffic loads prior to deployment.
The phrase Active Monitoring can mean many different things, ranging from a periodic ping to verify that a server is reachable, to an HTTP transaction to measure responsiveness of a website, to a multi-party voice transaction to determine the quality levels that users are experiencing. Today, I am going to focus on active voice transactions.
Whether you are setting up a new contact center environment or updating an existing one, there are many factors to take into account. One wrong move and when you go live, the whole structure can come tumbling down. That’s why thorough pre-deployment testing is crucial.
The first step when considering testing contact center networks is to make you have a clear set of goals that others in the organization buy into. Your test plan can affect many other departments in your company beyond the contact center: marketing, finance, etc. You need to get them to buy in and you need to make sure the tests you’re performing covers their needs as well.
This flexible test service enables contact centers to quickly and cost-effectively ensure the customer-agent experience prior to deployment. GTaaS preempts issues from impacting live environments and speeds ROI by accelerating the deployment of new contact center investments.
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.
Empirix Inc., the market leader of service quality assurance solutions for new IP communications, today announced the availability of Hammer Edge 2.0, a next-generation test solution that measures the effects of varied network traffic on real-time voice and video quality.