Hammer Service Assurance for Siebel

Empirix's Hammer Service Assurance for Siebel consists of a proven, modular methodology and technology that provides comprehensive performance testing of each Siebel Call Center component - all Telephony, CTI and Siebel Application components - as well as full system tests, through accurate emulation of production-level caller and agent usage.

Empirix experts generate realistic, production-level caller and agent load while gathering and analyzing performance measurements including:

• Critical end-to-end caller experience measurements, such as time-to-connect, time-to-greet, time between prompts, time to transfer, transfer success rates, speech recognition rates, and verification of static and dynamic prompts
• Critical end-to-end call center agent experience measurements, such as timing of screen pop arrival, screen pop success rates, CTI toolbar accept/release/transfer success rates, and Siebel application business transaction performance
• Verification of call routing to the correct application, call center, skill group and agent
• Verification and performance of critical component integration points, such as database availability and response times, and call data delivery (e.g. DNIS, ANI, customer entered account number, etc.) to IVR, call routing, screen pop, and Siebel applications
• Correlated underlying server/database (CPU and Memory Utilization, Throughput, etc.), Siebel-specific (Server Manager and SARM data), and telephony (PBX/ACD, IVR, Speech, CTI) metrics for tuning system performance under load

Hammer Service Assurance for Siebel is performed by Empirix performance testing experts using Empirix's patented automated virtual caller (Hammer) and virtual agent (e-TEST suite) solutions. With Hammer Service Assurance for Siebel, thorough testing of the entire system becomes practical and affordable, enabling customers to ensure they are delivering quality customer care while using Siebel applications.

Empirix's testing approach is designed to be modular and adaptive to each customer's application lifecycle, project timeline, existing testing capabilities and technical environment. As such, Hammer Service Assurance for Siebel consists of a variety of engagements, which may be used individually or in an iterative series for a full test cycle.