Apr 14, 2015
Combined Solution Enables Contact Centers to Improve the Quality of Customer Experience with Fast Problem Detection and Resolution by Leveraging On-Demand Knowledge of Changes within Contact Center Environments
Billerica, Mass., April 14, 2014 – Empirix has expanded its portfolio of contact center test and monitoring solutions through a partnership with change management solutions company blackchair Limited, the company announced today. Integrating blackchair’s Spotlight change management suite with Empirix’s existing contact center test and monitoring solutions will enable organizations to improve customer experiences, take operational processes to the next level of maturity, reduce costs and mitigate risk with faster, more rigorous configuration release management and agnostic auditing. Organizations will now be able to quickly detect problems and trace them back to changes in the contact center environment.
Empirix contact center test and monitoring solutions combine passive and active monitoring techniques to proactively identify problems before they affect customers in order to ensure a positive experience. blackchair’s Spotlight complements Empirix’s capabilities by providing rapid configuration setup and tear down for tests and detailed audit trails of who made changes to the environment, what changes were made and when. When used in conjunction with the ability to pre-package configuration changes into controlled release packages that are audited, both the project time and the risk associated with those changes can be dramatically reduced.
“Contact centers are constantly growing and evolving, and change is most often the root cause of inefficiency, service degradations and interruptions,” said Jason Owen, blackchair CEO. “The Spotlight suite complements Empirix’s ability to constantly test and monitor call center environments by enabling a mature change process and instantly tracing change-induced problems back to their source.”
Spotlight encompasses all the major change management functions: core auditing and compliance, configuration release management, operational efficiency, and impact on platform utilization. The solution has been specifically designed to improve the customer experience at large, complex contact center environments serving financial, healthcare, utility and retail markets that have a variety of regulatory and compliance needs. With this new partnership Empirix will provide a comprehensive solution to test, monitor and audit the life cycle of end-to-end contact center operations.
“Change is inevitable in modern contact center environments, to the point where IT staff responsible for maintaining contact center performance can feel like the ground is constantly moving under them,” said Matt Ainsworth, EVP Global Sales. “The combination ofEmpirix test and monitoring solutions with blackchair’s Spotlight change management solution enables organizations to mitigate risk and reduce operational costs, outages and out of compliance fines.”
blackchair provides expertise in contact centers, IT security and configuration management. They help companies to expand easily, by providing experts and software solutions to analyze, de-risk, manage, secure and stabilize their IT and contact center environments. Established in June 2005, and privately owned, blackchair has grown on the quality of their work and trading values; trusted, dependable and a meticulous service provider. blackchair works with clients to implement, manage and expand their existing technology, to make their assets work harder and optimize their investments.
Learn more at www.theblackchair.com or follow us on Twitter.
Empirix is the recognized leader in end-to-end network performance visibility with the unique ability to analyze customer behaviors by application in real time. Empirix helps service providers, mobile operators, contact centers and businesses optimize processes to reduce operational costs, maximize customer retention and grow top-line revenue. Through Testing, Monitoring and Intelligent Analytics, Empirix helps companies around the world realize the full value of their technology investments to provide a higher quality of service to their Customers. Empirix was acquired in 2013 by private equity firm Thoma Bravo as the first step in an aggressive strategy to take advantage of growth opportunities in the network services industry. The company is creating a comprehensive portfolio of end-to-end network service assurance solutions that will offer customers an integrated performance management solution in an otherwise fragmented market.
Learn more at www.empirix.com, Empirically Speaking or follow us on Twitter.
Empirix is a trademark of Empirix Inc. in the United States and other countries.