Subject: Contact Center Testing and Monitoring

The following webcasts & podcasts are presentations recorded by our experts here at Empirix or others in our industry, available for you to view at your convenience. Simply click on a link below, fill out the brief form, and you will be up and running in just a few moments.


		*Best Practices in Disaster Recovery and Business Continuity* Join us for Part 5 of our special podcast series on how switching to IP will affect your center. This time, ICMI's Janie Iadipaolo interviews Jeff Weil, vice president of services and support with Empirix, about best practices in disaster recovery and business continuity. Register now to view.

		*Can your Call Center Disaster Recovery Site Really Handle a Disaster?* Contact centers continue moving towards IP – consolidating infrastructure, virtualizing agents, and adding new applications. As centers consolidate down to one or two, the successful operation of the backup or disaster recovery site is critical a failover occurs. Although many companies utilize standard network management tools to ensure the up/down status of infrastructure, for contact center operations this isn’t enough. Register now to view.

		*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. Register now to view.

		Measurement of Success in the IP Contact Center: Applying Test and Monitoring Automation Methodologies In this webinar we will discuss Empirix’s lifecycle approach for testing and monitoring. Specifically we’ll address: 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 Register now to view.

		*Transition from TDM to VoIP Test Automation* To help you ensure a successful deployment of VoIP in your contact center, we will discuss a testing methodology for transitioning from TDM to VoIP utilizing Empirix Hammer systems; specifically, we will address: Identifying testing scenarios, roles and responsibilities Testing infrastructure versus applications Voice quality testing Register now to view.

		*Best Practices in First-Customer Resolution* A free podcast by the Voice of ICMI and featuring Empirix Part three in our special Podcast series on how switching to IP will affect your center, this one features an interview with Rich Collier, Senior Pre-Sales Systems Engineer with Empirix. Register now to listen.

		*New Opportunities For Speech-Based IVR* A free podcast by the Voice of ICMI and featuring West Interactive A second installment in our series covering how customer care organizations can work as optimally as possible in an IP environment, ICMI's Janie Iadipaolo interviews Steve McCoy, Director of Technology Strategies from West Interactive. Register now to listen.

		*How IP Redefines the Effectiveness of Customer Care Technology* A free podcast by the Voice of ICMI and featuring Empirix If you are considering a move to Voice over Internet Protocol (IP), listen to this podcast to find out how IP will affect your contact center. Join Janie Iadipaolo as she interviews Phil Odence, of Empirix and learn how customer care organizations can function as optimally as possible in an IP environment. Register now to listen.

		Transformative Technology in the Contact Center What You Need To Know In this Webinar, Forrester Research Vice President Elizabeth Herrell provides 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. Register now to view.

		Only the Service Matters: Converging Back-End Systems for Front-End Quality Learn how the infrastructures supporting self-service and call center environments are beginning to converge and how OneSight can help organizations deliver the rich experience today's savvy customers expect and demand. Register now to view.

Learn more

Empirix is the leading provider of voice testing and monitoring solutions.

Press contact

If you are a member of the press or an analyst interested in more information about Empirix, please contact:

Two Roads Communications
Jenny Viscarolasaga
Principal

jenny.v@tworoads
communications.com
Tel: 617 331 4944

United Kingdom
Six Degrees Limited
Andrea Willige

andrea.willige@
sixdegreespr.com
Tel: +44 (0)1628 480280

Germany
Schwartz Public Relations
Mario Henneberger

mh@schwartzpr.de
Tel: +49 (0) 89-211 871-39