What Is End-to-End Infrastructure Testing?

Infrastructure Testing

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.

What is Active Monitoring?

What is Active Monitoring?

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.

Customer Service Automation: Do it Right!

Customer Service

OK, I get it. You put in an automated interactive voice response (IVR) system because it saves you time and money. Fewer agents needed to answer calls. Some of my basic questions answered without me needing to wait for a live person to help me out. You can shoot me over to the right department. And when I need to talk to an agent, he or she already has some of my basic information. Right? Well, sometimes.

Empirix Launches Automated Regression Testing as a Service

Brainstorm

With reliable, consistent, repeatable testing, Empirix RTaaS measures the impact of changes on switching, routing, interactive voice response (IVR) and agent desktop solutions prior to their deployment to preempt customer-impacting issues, speed deployment cycles and cut project costs.

Amtrak Turns to Empirix to Assure Voice Quality

Train Commuter

Amtrak serves more than 500 destinations in 46 states and three Canadian provinces with more than 21,000 miles of track. On average, more than 74,000 customers ride an Amtrak train each day, and more than 45,000 customers call into the Amtrak contact center each day, which operates for 24 hours every day.