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Contact Center Testing and Monitoring |
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Hammer On-Call and Voice Watch Disaster Recovery Services Now Available
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To ensure business continuity in the event of natural or man-made disasters or other service disruptions, it is essential that organizations implement disaster recovery plans. In addition to planning for a crisis, however, it is also important that organizations test and monitor backup systems to be sure that customer calls will be handled properly and that interoperability between systems, applications, and agents will run normally in the event that backup systems are needed—minimizing the impact on customers.
With the Hammer On-Call Disaster Recovery Service, you can test the components and sites of your backup contact center infrastructure and applications on a regular basis. Disaster recovery testing scenarios include PBX outage, IVR outage, routing database outage, call center outage, and full data center outage.
The VoiceWatch Disaster Recovery Monitoring Service monitors disaster recovery applications such as self-service, speech, and CTI to ensure that if a failover occurs, the servers, systems, and applications will work properly.
Read the complete press release.
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On-Demand Webcasts and Podcasts
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Our on-demand Webcasts and Podcasts are available for you to watch or listen to at your convenience. To view any Webcast or Podcast, simply click on the download link, complete the brief form and you will be up and running in a few moments.
Measurement of Success in the IP Contact Center: Applying Test and Monitoring Automation Methodologies
This webcast discusses Empirix’s lifecycle approach for testing and monitoring and specifically addresses:
- 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
Watch this webcast now.
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 series on how customer care organizations can work as optimally as possible in an IP environment.
Listen to this podcast now.
Best Practices in First-Customer Resolution
Part three in our special podcast series on how switching to IP will affect your center. This segment features an interview with Rich Collier, Senior Pre-Sales Systems Engineer with Empirix.
Listen to this podcast now.
To checkout the entire podcast series covering how switching to IP will affect your contact center, visit our website.
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Upcoming Training Classes
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Hammer CallMaster
February 12-14, 2008
Bedford, MA
$1495.00
Hammer Dyanamic Speech
April 29-May 1, 2008
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 or email training@empirix.com with any questions.
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Tips and Tricks
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Reducing Inter-word or Inter-phrase Silence in the SpeakPhrase Icon
Introduction of Basic SpeakPhrase Icon Functionality
The SpeakPhrase icon can be used to concatenate a series of voice recordings (i.e. “clips”) together. This can be useful for stringing together a series of alphanumeric prompts such as may be present in a “Please say your code” type of prompt. It may also be useful to concatenate two prompts that may say “Hello my name is” and “theName”.
 Learn more
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