Summer School is Now in Session

Empirix will be hosting a series of six short pre-recorded Webinars on a variety of topics that are designed to help you maximize your investment in our industry leading testing tools. Here is a list of Empirix’s currently scheduled Summer School topics, with more soon to be added:

• When Should I use Hammer Dynamic Speech vs Recognizing Timing?
• Extracting or Importing results from an External SQL DB in CallMaster
• Getting the Most Out of Testing with Hammer On-Call
• Identifying Root Cause Quickly with OneSight and Voice Watch

 Register now to view.

Improving the Contact Center Experience

Organizations today rely on the contact center to generate sales and resolve customer issues quickly with an eye towards increasing customer satisfaction. At the same time, contact centers continue to be a significant cost to the organization. Managing customer satisfaction while keeping costs under control and simultaneously increasing business revenue is a significant challenge for the contact center operations team.

 Register now to view.

Best Practices in Disaster Recovery and Business Continuity

Join us for Part 5 of our special Empirix podcast series on how switching to IP will affect your center. This time, ICMI's Janie Iadipaolo interviews Jeff Weil, vice president of services and support with Empirix, about best practices in disaster recovery and business continuity.

Register now to view.

Can your Call Center Disaster Recovery Site Really Handle a Disaster?

Contact centers continue moving towards IP – consolidating infrastructure, virtualizing agents, and adding new applications. As centers consolidate down to one or two, the successful operation of the backup or disaster recovery site is critical a failover occurs. Although many companies utilize standard network management tools to ensure the up/down status of infrastructure, for contact center operations this isn’t enough.

Register now to view.

Best Practices in Deploying Customer Care Technology

ICMI's Janie Iadipaolo interviews Paul Shaw, Contact Center Specialist for BT. It's the fourth installment in our Empirix series on how customer care organizations can work as optimally as possible in an IP environment.

Register now to view.

Measurement of Success in the IP Contact Center:
Applying Test and Monitoring Automation Methodologies

In this Empirix webinar we will discuss Empirix’s lifecycle approach for testing and monitoring. Specifically we’ll address:

• Pre-deployment testing scenarios and the value to the customer
• Testing infrastructure vs applications
• Multi-layer monitoring – ongoing monitoring of the customer experience including infrastructure, back end systems, applications and the agent desk-top

Register now to view.

Transition from TDM to VoIP Test Automation

To help you ensure a successful deployment of VoIP in your contact center, Empirix discusses a testing methodology for transitioning from TDM to VoIP utilizing Empirix Hammer systems; specifically, we will address:

• Identifying testing scenarios, roles and responsibilities
• Testing infrastructure versus applications
• Voice quality testing

Register now to view.

Best Practices in First-Customer Resolution
A free podcast by the Voice of ICMI and featuring Empirix

Part three in our special Empirix Podcast series on how switching to IP will affect your center, this one features an interview with Rich Collier, Senior Pre-Sales Systems Engineer with Empirix.

Register now to listen.

New Opportunities For Speech-Based IVR
A free podcast by the Voice of ICMI and featuring West Interactive

A second installment of the Empirix series covering how customer care organizations can work as optimally as possible in an IP environment, ICMI's Janie Iadipaolo interviews Steve McCoy, Director of Technology Strategies from West Interactive.

Register now to listen.

How IP Redefines the Effectiveness of Customer Care Technology
A free podcast by the Voice of ICMI and featuring Empirix

If you are considering a move to Voice over Internet Protocol (IP), listen to this Empirix podcast to find out how IP will affect your contact center. Join Janie Iadipaolo as she interviews Phil Odence, of Empirix and learn how customer care organizations can function as optimally as possible in an IP environment.

Register now to listen.

Transformative Technology in the Contact Center
What You Need To Know

In this Empirix Webinar, Forrester Research Vice President Elizabeth Herrell provides an overview of key technologies and trends that have the potential to transform the contact center - including Voice over IP (VoIP), virtualization and speech analytics.

Register now to view.

Only the Service Matters:
Converging Back-End Systems for Front-End Quality

Learn how the infrastructures supporting self-service and call center environments are beginning to converge and how Empirix's OneSight can help organizations deliver the rich experience today's savvy customers expect and demand.

Register now to view.