Contact Center Testing and Monitoring

“The Importance of Testing Your Contact Center Technology”: Call Center Magazine article features Q&A with Empirix’s Susan Andersen

Over the past year, Call Center Magazine has taken an in-depth look at business continuity and disaster recovery concerns, and in this article, the publication focuses on the vital role the testing of core systems and infrastructures can play in ensuring preparedness.  In spite of the importance of call center testing, the article asserts, it isn’t used as often as it should be.   For answers, the publication turned to “one of the companies that’s been in the vanguard of developing testing methodologies for years, Empirix.”

In this article, Susan Andersen, Empirix’s senior product marketing manager, answers questions about the rationale for testing and discusses how best to go about integrating testing into the technology deployment lifecycle.

Read the complete article

 

"Presence: What it Means for the Call Center": An Empirix-authored article from Call Center Magazine

The sixth article in the Empirix-developed series for Call Center Magazine—Five Technology Trends for the Call Center You Must Understand—discusses Presence, a technology that allows users to convey their availability, and willingness, to communicate.

Presence enables users to know instantly who is accessible for a meeting or conference call—increasing flexibility, eliminating inefficiency, and enhancing customer service—but there are still challenges with implementing the technology correctly and managing it regularly that organizations must understand.

Read the complete article

 

Empirix Launches Hammer Virtual Agent Softphone for Genesys

Empirix and Genesys have launched the Hammer Virtual Agent Softphone (VAS) for Genesys—an automated testing and monitoring solution for Genesys deployments. The Hammer VAS for Genesys is the only automated testing and monitoring application for validating voice and data integrity to an agent’s desktop.

The Hammer VAS for Genesys emulates an agent’s behavior—from answering a call to hanging up—enabling organizations to deploy, integrate, and troubleshoot Genesys contact center solutions faster than ever before. Enterprises can improve the customer experience while achieving better user adoption and faster ROI.

"Our partnership with Empirix is important in helping us to ensure that our contact center solutions are tuned to meet each customer’s specific call volume and traffic conditions,” said John Jennings, director of Professional Services at Genesys. “We believe the Hammer Virtual Agent Softphone for Genesys provides a unique method to expedite successful solution rollouts for the sophisticated operating environment of today’s contact centers."

Read the complete press release.

 

Tips and Tricks

Using Recognition Feedback Feature in Hammer Dynamic Speech

The Recognition Feedback feature in the Recognize Dynamic icon can be very useful when you want to more clearly and definitively stop the recognizer once an expected prompt has been detected. In other words, it is very useful when attempting to “end-point” a recognition/prompt.

The feedback feature works differently than the default behavior for detecting the end of a prompt. By default the recognition is complete once the recognizer detects the amount of silence after speech has begun, as specified by the value of the Detect End Silence parameter in the Recognize Dynamic icon (Parameters tab).

Recognition feedback works by detecting the specified amount of silence heard after a specific word has been detected. This is different than default behavior, as only the specified silence is important - it is independent of the speech heard.

Read the complete article for instructions on how to use the recognition feedback feature

 

Upcoming Web event featuring Independent Research Firm: Transformative Technology in the Contact Center
Tuesday, April 10; 11:00am EST

Register on-line now.

Technology has the power to transform - but it can also wreak havoc. In this Webinar, hosted by Empirix and featuring Forrester Research Vice President Elizabeth Herrell, we will provide 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.  Herrell and the second speaker, Sue Andersen, Product Marketing Manager at Empirix, will also detail best practices for successfully implementing these technologies, including the importance of proactive testing and monitoring.

Participants will learn:

• Which key emerging technologies have the potential to transform the contact center (and which do not)
• Critical steps for successful roll-out of transformative technologies
• Pitfalls to avoid

 

Upcoming events – see us at these upcoming tradeshows!

 

Upcoming Classes

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.