Service Quality Assurance for the Contact Center

Your contact center has evolved into one of the most vital customer-facing operations in your enterprise, now used to dramatically enhance customer relationships and to drive sales. But with increasing expectations around the customer-agent interaction, you must re-focus on maintaining high customer satisfaction levels, positive customer experience, and strong customer loyalty. The cost of bad quality of experience and poor contact center performance – lost sales, customer churn, tarnished brands – has risen exponentially. On top of this, the contact center infrastructure is becoming more complex, a multi-vendor implementation of diverse technologies and evolving standards that complicate operations. Your challenge to assure service quality of contact center is great, but the business drivers to do so are much greater.

Empirix is the market leader of service quality assurance solutions for enterprise contact centers. We take a complete approach to contact center testing and monitoring. Our solutions leverage industry best practices throughout the technology lifecycle: planning, assessment, and development; focused testing during roll-out; and on-going contact center testing and monitoring. By validating the quality of the client-agent experience using real-world scenarios, Empirix solutions deliver the quickest investment return in the market:

• Get it Right the First Time – find and fix problems at pre-deployment, eliminating costly problems found during production
• Proactively Maintain Quality of Experience – find problems early by monitoring to baselines and fix them before the customer-agent experience is affected
• Know You’re Ready For the Future – validate contact center performance at higher anticipated loads and that disaster/contingency processes work as planned

Empirix knows each enterprise has different needs, and we can deliver total custom solutions that combine its best-in-breed Hammer product technology with its unparalleled testing expertise and professional services. Through these engagements, Empirix is your trusted advisor for contact center service quality assurance, applying deep experience to solve your difficult business problems like contact center compliance to industry-specific regulations and mitigating risk of deploying multi-vendor infrastructures. Our custom engagements can assure quality end-to-end for any size contact center environment with unlimited TDM and IP call capacity, uniquely measuring quality of experience between your customers and agents, and resulting in the highest quality testing of your entire contact center infrastructure.

These Empirix products and services are available separately or are part of a total custom solution:

• Load and Functional Testing Product: Hammer Test System. An onsite system that automates feature, function, regression and load testing of contact center applications.
• Load and Functional Testing Service: Hammer On-Call™. A hosted application that tests contact center applications over IP and TDM environments, validating service quality and performance.
• Live Monitoring Product: OneSight. An onsite system that proactively monitors all aspects of the contact center infrastructure, applications and associated Web Applications.
• Live Monitoring Service: Voice Watch®. A hosted application that regularly dials into the contact center infrastructure and reports quality problems impacting the customer experience.
• Custom Professional Services for Contact Centers. A suite of services providing Empirix expertise to assist in any aspect of your contact center testing and to monitoring initiatives.

Empirix service quality assurance solutions for contact centers ensure availability, reliability and end-to-end service quality throughout the technology lifecycle. When quality matters, choose Empirix.

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