Sunday, 24 September 2017

Empirix to deliver real-time, end-to-end Genesys contact centre performance testing

Empirix
Wednesday 12 September 12

Empirix today announced an expanded relationship with Genesys, a provider of customer experience solutions. Through this agreement, the companies will now jointly offer Genesys Testing as a Service (GTaaS) powered by Empirix to their mutual customers. This flexible test service enables contact centers to quickly and cost-effectively ensure the customer…

Empirix today announced an expanded relationship with Genesys, a provider of customer experience solutions. Through this agreement, the companies will now jointly offer Genesys Testing as a Service (GTaaS) powered by Empirix to their mutual customers. This flexible test service enables contact centers to quickly and cost-effectively ensure the customer-agent experience prior to deployment. GTaaS preempts issues from impacting live environments and speeds ROI by accelerating the deployment of new contact center investments.

With their expanded relationship, Genesys and Empirix have come together to offer end-to-end testing of IP, contact center, unified communications and mobile solutions, with no equipment to purchase. GTaaS combines industry-leading Empirix Hammer Test technology with customizable services for validating the scalability and performance of new or modified voice self-service applications and the infrastructure and networks they rely upon. GTaaS helps companies keep projects on-time and on-budget and quickly and effectively leverage innovative Genesys solutions to boost customer satisfaction and lower expenses across the contact center.

“Genesys is committed to providing the solutions that enable businesses to create the best possible customer experience,” said Peter Deen, vice president, Professional Services EMEA, Genesys. “With the complexity of the contact center environments in which we operate, it is essential that any solution is thoroughly tested before it goes live. Through our joint offering with Empirix, we are continuing to deliver on this promise by empowering organizations to quickly and cost-effectively validate the customer experience to ensure quality and drive loyalty.”

GTaaS supports the latest technologies, including VoIP, SIP, TDM, and IMS protocols, as well as multiple contact center products, media types and network elements. It includes:
• Packaged tests or customized services for assessing customer and agent experience, as well as contact center functionality and performance
• Load, regression and interoperability testing
• Industry- and technology-specific knowledge leveraged for expert test plan design

“Ensuring a quality customer experience in today’s complex contact center environments is a massive challenge,” said Tim Moynihan, vice president of marketing, Empirix. “With GTaaS, we are working with Genesys to provide businesses with the technology, services and expertise they need to ensure optimal contact center performance, even in the face of constant change to their systems. We look forward to continued partnership with Genesys as we provide solutions to help businesses worldwide to increase customer satisfaction and positively impact their bottom line.”


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