Delivered by Empirix experts using our hosted Hammer equipment, our managed services ensure that your voice applications meet your performance goals and customer expectations. Our solutions cover the entire deployment lifecycle from benchmarking and baselining, through pre-deployment testing with Hammer on Call and Hammer Performance Assurance to ongoing post deployment monitoring with Voice Watch^SM.

Baseline and Benchmark studies
Completely customized to meet the unique needs of each organization, the Benchmark Study offering provides a measurable and objective benchmark of your current system to help establish acceptable service levels and best practices.

The Baseline Services offering provides quantifiable, objective data that describes the availability, performance, and user experience delivered by current contact center automated systems at a single point in time to establish baseline performance metrics against which all future results can be measured.

Hammer On-Call™ IVR Testing Service
A hosted application testing for IP and TDM environments, Hammer On-Call helps ensure that voice applications and infrastructure will scale to meet performance goals and customer experience.

During an engagement, Empirix consultants use automated Hammer technology to generate thousands of test calls over the PSTN that duplicate real-world operating conditions in order to identify the capacity bottlenecks and configuration errors that other tests miss.

Hammer Performance Assurance
Combining Empirix’s Hammer on Call with our application vendor partners’ expertise and troubleshooting capabilities, Hammer Performance Assurance are tailored to speeding deployment IVR, CTI and CRM solutions from:

• Avaya
• Cisco
• Genesys
• Siebel

Voice Watch^SM Monitoring
As part of this offering Empirix consultants customize a voice transaction management solution to meet specific needs. Leveraging a globally dispersed network, OneSight Voice Watch^SM dials into the contact center infrastructure as any customer would, measuring every call flow option, and alerting and reporting on problems impacting the customer experience.

 

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