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Empirix to Deliver Real-Time, End-to-End Genesys Contact Center Performance Testing
The companies have expanded their relationship to offer Genesys Testing as a Service for pre-deployment validation of both customer and agent experience.
Posted Sep 12, 2012
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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 ensure the customer-agent experience prior to deployment.

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 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.

"Genesys is committed to providing the solutions that enable businesses to create the best possible customer experience," said Peter Deenvice president of professional services for Genesys EMEA, in a statement. "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 the following:

  • Packaged tests or customized services for assessing customer and agent experiences, as well as contact center functionality and performance;
  • Load, regression and interoperability testing; and
  • 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 at Empirix, in the statement. "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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