When we talk about contact center assurance, interactive voice response (IVR) technology tends to monopolize the conversation. Almost everyone knows what a nightmare problematic IVR menus can be. If someone is cursing out a company’s …
Read moreThere’s More to Contact Centers Than IVR Technology
Frost & Sullivan, a globally recognized research and consulting firm, has picked Empirix as the 2019 Best Practice Award for Global Network Test and Monitoring Product Line Strategy Leadership. Empirix was chosen, in part, for …
Read moreFrost & Sullivan Chooses Empirix for 2019 Best Practice Award
This post was co-authored by longtime Empirix partner, Genesys. Read the rest here. IT and contact center leaders are embracing hybrid. Cloud-based applications, including IVR, often boast lower TCO than legacy, on-premises models. Moving to …
With unlimited access to information, today’s customers are educated. They know what they want, they want it fast and loyalty is optional. In fact, 47% of customers will take their business to a competitor within …
Read moreSolve the Challenges Putting Customer Experience at Risk in Your Contact Center
Almost everyone would rather talk to a real person than automated communications when they call a company, according to a new study by B2B research firm Clutch. Of 501 people surveyed, 88% said they preferred …
Read moreAlmost 90% of Customers Prefer to Speak to a Live Person Instead of IVR Menu: New Study
Today, Empirix announces the release of its new software-as-a-service (SaaS) testing platform, the Hammer Cloud Platform (HCP). This comprehensive offering integrates functional, regression, systems integration, performance, and customer experience testing into an easy to use …
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 …
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 …
Read moreEnsure a Great Customer Experience: Start Your 30-day VoiceWatch Trial
The latest version of VoiceWatch offers a simple, drag-and-drop diagramming tool to rapidly develop ad hoc scripts with the CallMaster GO interface, making VoiceWatch and the Hammer Cloud Platform truly self-service, 24×7. Saved schedules offer more flexibility in monitoring and better control of test execution on holidays and off hours, while enhanced speech recognition capabilities ensure complete and accurate monitoring of today’s dynamic and personalized voice interfaces.
Projections made in early 2016 predicted soft spending in the telecommunications service provider space. Empirix’s innovative solutions and ability to show clear value with an immediate, strong return on investment helped the company overcome these headwinds and achieve its best fourth quarter bookings in its history.