Contact Center Testing and Monitoring
Speech Self-Service: A Tricky Technology You Can’t Ignore
The third article in the Empirix-developed series for Call Center Magazine —Five Technology Trends for the
Call Center You Must Understand— discusses Speech Self-Service, a technology that is within reach for most
call centers today. But while the technology is improving as the industry learns how to deploy it with quality,
there are still many caveats and pesky details you need to watch out for.
Read this article
Back to topHammer® On-Call Now Rated “Avaya Compliant”
Hammer On-Call has been compliance-tested by Avaya for compatibility with Avaya Interactive Response 2.0,
helping to ensure that Avaya contact center solutions—including speech self-service, speech recognition,
intelligent routing, agent desktop, and telephony applications—will perform under even the highest of calling
volumes for the best possible performance and return on investment.
“Ensuring the successful integration of complex contact center solutions is critically important to Avaya
and its customers,” said Brian Carmichael, Director, Contact Center Practice, Avaya Consulting and Systems
Integration. “Now, using Hammer On-Call and Performance Assurance services from Empirix, we can enrich call
stream testing, mimic customer environments and perform volume stress testing to help us minimize potential
problems and ensure we deliver quality solutions on time and on budget.”
Read the complete press release
Webcast Archives
Don’t worry if you missed any of our recent live Web events — recorded webcasts are available for you to watch
at your convenience. To view any webcast, simply click on the download link, complete the brief form, and you
will be up and running in a few moments.
Only the Service Matters: Converging Back-End Systems for Front-End Quality
In this webcast, EMA Research Director Lisa Erickson-Harris discusses how the infrastructures supporting
self-service and call center environments are beginning to converge and highlights the need for new management
tools that can keep pace with this change. Empirix Senior Product Manager Wayne Lockhart also shares how
OneSight – the real-time monitoring solution for multi-channel contact centers – can help organizations
deliver the rich experience today's savvy customers expect and demand.
Watch this webcast now
Tips and Tricks
Contact Center testing has historically been about testing the components of a solution first to validate functionality.
In an effort to identify and isolate potential problems, Empirix and partners like Genesys are offering Platform
Readiness Tests. These simple yet effective tests can determine the performance of the platform independent from
any applications running on them. The result: faster deployments of complex solutions.
Are you interested in a Platform Readiness Test? Contact your Empirix account manager for more information.
Upcoming Classes
| Hammer CallMaster | January 30 - February 1, 2007 | Bedford, MA | $1495.00 |
To register for any class, simply complete the enrollment form, and fax it to: 781-266-3706. Class size is limited to 12 students. Empirix accepts purchase orders, checks or credit cards for payment. Please call 781-266-3306 with any questions.