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 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.