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Contact Center Testing and Monitoring |
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Make IP Work for You: Register now for Empirix’s complimentary podcast series
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Are you making the most of your IP environment? Empirix’s five-part podcast series, presented in conjunction with ICMI, analyzes how IP will affect your contact center and how you can use this technology to your advantage.
- How IP Redefines the Effectiveness of Customer Care Technology. Learn how IP will affect your contact center and how customer care organizations can function as optimally as possible in an IP environment.
- New Opportunities for Speech-Based IVR. Learn how to ensure that your customers get the most from speech-enabled IVR.
- Best Practices in First-Customer Resolution. Learn why this metric has become an important indicator of how well companies serve their customers and how to use advances in IP telephony to sustain your goals for first-customer resolution.
- Best Practices in Deploying Customer Care Technology. Learn about the operational attributes needed to ensure the effective deployment of customer care technology, technological considerations essential to cross-selling and up-selling, and how technological advancements can impact strategic goals for customer service.
- Best Practices in Disaster Recovery and Business Continuity. Learn why organizations must include customer care technology—and its testing and monitoring—in their business continuity plans.
Register now for the Make IP Work for You podcast series as well as for any other Empirix podcasts.
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“Beyond Testing: Monitoring Applications within the Enterprise”
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VON Magazine article cites Empirix solutions
The growing complexity of enterprise networks and applications has increased the importance of both testing and monitoring, according to an article in the January, February 2008 issue of VON Magazine.
The article points to managed services—such as Hammer On-Call and VoiceWatch—as viable alternatives to in-house ownership of specialized applications and hardware, and notes that application monitoring within the enterprise will become more important as “unified communications expand the concept of ‘agent’ to be any person within an organization, anywhere in the world.”
“As the concept of a contact center becomes more entrenched in an organization, the concept of testing and monitoring will have to expand,” confirms Empirix’s Susan Andersen. “It’s no longer just people sitting in a room and an IVR and CTI box. If anyone can be an agent, you have to know what’s happening out there.”
Read the full story
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“Can Your Contact Center Handle a Disaster?”
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New Empirix whitepaper outlines best quality assurance practices in disaster recovery preparedness
In a post-911, post-Hurricane Katrina world, business continuity and disaster recovery planning are top-of-mind concerns. And, while ensuring preparedness in the event of natural disasters and terrorist attacks is essential, it is equally important to implement practices that allow continued operation in the face of other, more common, interruptions—such as a power outage, disruption to carrier circuits, or computer virus.
Ensuring the continuity of contact center operations is an important component of disaster recovery, making the successful operation of the disaster recovery site critical. To ensure a successful failover, an enterprise must test and monitor backup systems to ensure that customer calls are handled properly and that interoperability between systems, applications, and agents is running normally.
In this whitepaper, Brian Vanlaarhoven, director of Managed Services at Empirix, discusses testing and monitoring best practices that can help ensure the continuous availability of contact center operations during any type of business interruption.
Read the complete whitepaper
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Upcoming Events
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See us at one of these upcoming shows!
G-Force 2008
28-30 Apr 2008
Grand Hyatt San Antonio
San Antonio, TX, USA
G-Force 2008 EMEA
19-21 May 2008
Estrel Hotel and Convention Center
Berlin, Germany
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Upcoming Training Classes
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Hammer CallMaster
09 – 11 September 2008
Bedford, MA
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.
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