Enterprise Solutions Overview
Service quality assurance for enterprise communications and contact centers
You rely on your communications systems to ensure great customer service and keep employees productive. Today, it is not enough to simply maintain phone, email and chat services. The real benefits come when you leverage the IP network to integrate multiple communications systems with data, presence and other enterprise applications. These multi-channel, unified communications solutions provide a variety of ways to reduce costs, improve customer satisfaction and boost productivity.
Ensuring the user experience
One thing is certain; the multi-channel, unified communications environment is becoming more complex. It is an evolving mix of voice, video, social media, presence, contact, and data applications – all of which can come from different vendors. Your challenge is to ensure the quality of each and every user experience. Poor voice quality in the contact center can result in lost sales, customer churn and tarnished brands. A department without access to video conferencing, even for a few hours, can grind to a halt.
Confidence in an evolving world
Empirix is the leading provider of service quality assurance solutions for enterprise communications and contact centers. We take a methodical, end-to-end approach to IP communications testing and monitoring – first validating foundational elements (carrier to IP network) and each technology layer (IVR, CTI, CRM, presence, chat, etc…) successively. We are the only company that can assure both voice quality and user experience along with data and security vulnerability at each step.
Empirix solutions deliver confidence that you’ll:- Get it right the first time – validate in a phased approach, end-to-end at pre-deployment, eliminating costly problems that arise during production
- Keep it right – continuously assure operations and correct issues before they effect the customer-agent experience
- Know you’re ready for the future – validate higher load performance, test disaster/contingency plans and understand the impact of new technologies as they become advantageous
We know each enterprise has different needs. Empirix offers managed services, custom solutions and/or on-premise software applications that combine our best-in-breed Hammer technology with our unparalleled testing expertise:
