Thoughts From Genesys CX17

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Genesys CX17

This year’s Genesys conference, CX17, was hosted in Indianapolis, Indiana, which is also the headquarters of its latest acquisition, Interactive Intelligence. The event was full of people and excitement around seeing both product lines come together—and the Empirix team was ready to match that excitement with the celebration of our 25th anniversary of the Hammer […]

Customer-focused Test Automation in Agile Environments

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Customers in Agile Environments

Companies migrating to an Agile development methodology have seen the benefits of accelerating deployments with smaller, more focused feature sets per release, but they have also experienced the pain of grouping those feature sets into workable code capable of being released to the public—without sacrificing quality. It is an Agile team’s responsibility to deliver working […]

It’s Time to Unleash MDT!!

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Unleash MDT

MDT (Minimization of Drive Test) is a 3GPP feature first released in Release 10, which was frozen in 2011. And yet, it has not yet made a major impact in the marketplace despite it now being 5 years later. First, what is it? MDT is a way to enable handsets to both send and log […]

Top 5 Ways a Test Automation Hero Gets His Organization Ready for End-To-End CTI Tests.

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Test Automation

Conducting end-to-end CTI tests can be daunting, even to the most experienced professional. Yet if a  few simple rules are followed, the level of effort and complexity in running a successful test can be reduced dramatically. Specifically, organizations should understand: 1. Who’s on First? Define the Metrics! Specifically the ‘screen-pop’, in your organization does screen […]

Is your Enterprise really protected?

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Enterprise Data Security

There is a perception in many enterprises that firewalls and security measures are only needed to protect vast sources of stored corporate or consumer data. Voice after all is inherently secure right? Not exactly. It wasn’t too long ago that someone with a modified police scanner could eavesdrop on cordless phone conversations. If you happened […]

Top 3 Secrets of a Test Automation Hero

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Test Automation Hero

It’s ironic but most QA engineers spend the vast majority of their time doing something other than testing. Those other activities include setting up and tearing down environments, reading documentation, writing test plans, interfacing with engineers, and creating reports. The actual time spent on testing falls into a smaller time window than one would guess. […]

Top 10 Ways to be a Test Automation Hero

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Testing Automation Hero

Many quality initiatives are doomed to fail right from the start. There are a number of reasons for this failure including that the initiative was just an afterthought to an ongoing project or worse, part of an ill-defined long term strategy. Organizations with contact centers and IP telephony environments need to ensure their customers have […]

5 Contact Center KPIs to Turn Customer Frowns Upside Down

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KPI

Customer experience in the contact center is paramount in customer retention. Technical issues, even minor ones, can have an enormous impact on a consumer’s perception of a company. Combine that with the undeniable fact that today’s contact centers are extremely complex—featuring multiple communication channels, self-service applications, routing schemes, agent groups, and vendor equipment—and the result is […]

Top 5 Communications Trends of 2013

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Communication Trends

2013 has been a year of ginormous communications changes, from the mind-blowing growth of smartphone usage to the game-changing addition of WebRTC. Organizations have been increasingly focusing on improving customer service, recognizing that while voice is still king, customers need to know that they can reach companies in other ways too, like through social media or video chat or […]