Empirix: Ensuring Better Customer Experience

John D’Anna, CEO

Imagine a situation where a customer calls up a contact center to redress their issues and the call drops midway and in the second attempt, the caller experiences multiple disconnections. Like so, contact centers with long wait times, incorrect call routings, and abysmal voice quality lead to a mediocre customer experience and customer churn. Concurrently, by understanding the role of contact centers in reinforcing a brand and ensuring customer loyalty, companies are constantly trying to troubleshoot their call outages to provide quality service. In this regard, Empirix emerges as a recognized leader in the contact center assurance marketplace, with the experience of helping organizations solve complex customer communication problems for the last 25 years. Empirix empowers service providers, contact centers, and businesses to optimize the business processes to reduce operational costs, maximize customer retention, and grow top-line revenue.

“For more than two decades, our Hammer technology has been a trusted name in the contact center testing and IP telephony solutions arena,” says John D’Anna, CEO of Empirix. “The Hammer test system & cloud platform arms quality assurance, DevOps, and IT teams with the unique ability to test and analyze customer behaviors in real time.”

During peak business, most companies are inundated with customer calls and are concerned if their workflows can handle the surge in activities. Utilizing the Hammer test system or cloud platform, Empirix conducts load testing to compute and understand how a contact center would perform when stressed to maximum capacity.

For more than two decades, our Hammer technology has been a trusted name in the contact center testing and IP telephony solutions arena

D’Anna mentions that industries such as utilities could face heavy finesdue to dysfunctional contact centers if customers are unable to get through during emergencies and natural disasters.

The award-winning Hammer technology is also able to perform quality assurance tests to determine if all functionalities of a contact center are operating as expected. Hammer allows companies to measure real-world performance against business needs and provides the metrics that ascertain quality customer experience. Empirix also leverages the Hammer technology to provide on-going production testing solutions. With continuous production testing, a company is notified the moment there is an outage to take swift measures to resolve the situation.

Empirix builds and deploys both proactive and passive testing solutions. With proactive testing, Empirix emulates customer interactions with a contact center to ensure that businesses actively uncover faults or low-quality services before customers are impacted. In the passive monitoring method, all the network issues such as dropped calls, one-way audio, or degraded voice quality are drilled down into a collated view to understand the reason behind the disruption.

D’Anna recalls a situation where a large banking institution, with 40,000 virtual agents, was migrating to a new platform and wanted to ensure that when they go live, the end customers are able to reach their agents without any hassle. However, the bank noticed that high-income account holders could not reach their designated agents and the calls were being routed to the wrong agents. Empirix stepped in and used their Hammer Test system to identify and troubleshoot the issue, helping the bank to restore mapping of calls to the right people.

Empirix’s appetite for innovation drives them to constantly use new technologies and create a more agile development and deployment methodology. Speaking of new products and solutions, recently, the company announced the release of automated regression testing, which enables customers to complete testing an entire application in just a matter of a few hours. Moving toward the future, D’Anna believes that the advent of IoT, digital transformation, and artificial intelligence places great prospect upon Empirix to grow technologically and enlarge the horizon of its contact center solutions for both machine-to-machine and machine-to-human communications.