Empirix and Genesys launch first integrated testing and monitoring solutions for Genesys Voice Platform
- Companies jointly offer solutions to speed quality rollouts and integration of GVP in contact centres
Today Empirix® Inc., the leader in helping organisations strengthen customer loyalty through assured Web and voice application performance, and Genesys Telecommunications Laboratories, Inc., an Alcatel company (NYSE: ALA, Paris: CGEP.PA), jointly announced the first integrated testing and monitoring solutions for Genesys Voice Platform (GVP) environments. This announcement builds upon an existing relationship between Empirix and Genesys.
Genesys Voice Platform is an advanced software-only product that brings Internet technologies to the world of voice – enabling a new breed of voice self-service applications based on Voice XML (VXML). Empirix testing and monitoring solutions ensure that GVP seamlessly interoperates with existing contact centre components and applications. Pre-deployment testing ensures that the contact centre is running smoothly and efficiently before the official technology launch date, while monitoring ensures that technology components continue to work properly once in production.
VXML-based IVRs provide new application and architecture advantages, however, they are part of a complex infrastructure requiring new deployment and maintenance techniques and tools. “When using these new technologies, companies have to get their house in order first, and ensure that it stays in order,” says consultant Lori Bocklund, president of Strategic Contact Inc. “Buyers need to make smart technology purchase decisions that consider integration and compatibility with the rest of the infrastructure. Good testing and monitoring practices should be applied at implementation and ongoing – these steps will ensure end-to-end performance is acceptable under normal and heavy call loads.” Enables management of GVP across the lifecycle – from pre-deployment through production
Specific Empirix solutions for GVP include Hammer Performance Assurance for Genesys voice self-service, which is used for diagnostics and automated load and functional testing of GVP. A second solution, OneSight Telephony Monitors for GVP, enables organisations to proactively monitor and manage GVP, and correlate performance with data on related components, voice and VXML transactions, and the underlying infrastructure quickly and easily. Combined, they enable organisations to manage GVP across the lifecycle – from pre-deployment through production.
“Genesys and Empirix share a firm commitment to ensuring customer success,” said Dan Nordale, Director of Voice Services at Genesys. “These testing and monitoring solutions are designed to ensure that Genesys customers are getting maximum performance out of their Genesys investments by helping to quickly identify the source of potential problems wherever they lie in the contact centre infrastructure. Our experience with Empirix to date has been terrific, and we’re excited to be working with it to effectively test new and existing deployments of the Genesys Voice Platform.”
“Genesys solutions are nearly ubiquitous in contact centres,” said Larry Timm, Vice President of Business Development at Empirix. “In developing solutions specifically for the Genesys platform, we can help our joint customers provide better quality service to their customers, less expensively. We look forward to working with Genesys in the future to further expand this suite.”
For more information on Empirix testing and management solutions, call 1-866-EMPIRIX or e-mail firstname.lastname@example.org
. About Genesys:
Genesys, an Alcatel company is 100 per cent focused on software for contact centres. Leading companies in the Global 2000 and Fortune 1000 use Genesys to deliver interactions that drive better business. With 3000 customers in 80 countries, Genesys directs more than 100 million customer interactions every day. Genesys allows enterprises to achieve key business objectives by tying together customer interactions, people, and customer information in both traditional telephony and IP environments. Sophisticated routing and reporting across voice, e-mail, documents and Web interactions, coupled with integrated self service, ensure that customers are quickly connected to the right resource – the first time. Genesys solutions stop customer frustration and allow enterprises to deliver superior customer satisfaction and improved business results. For more information visit us at www.genesyslab.com
. About Alcatel:
Alcatel provides communications solutions to telecommunication carriers, Internet service providers and enterprises for delivery of voice, data and video applications to their customers or employees. Alcatel brings its leading position in fixed and mobile broadband networks; applications and services, to help its partners and customers build a user-centric broadband world. With sales of EURO 12.3 billion and 56,000 employees in 2004, Alcatel operates in more than 130 countries. For more information, visit Alcatel on the Internet: www.alcatel.com About Empirix:
Empirix Inc. helps organisations strengthen customer loyalty through assured Web and voice application performance. Based on patented technologies, Empirix solutions are known for providing the deepest, most accurate insight into what customers actually experience, and enabling organisations to be proactive about identifying and addressing potential technology problems before customers are impacted. Empirix has thousands of customers around the world, with operations throughout North America, Europe and Asia. To learn more, visit www.empirix.com
or call 1-866-EMPIRIX. Empirix, Hammer and OneSight are registered trademarks of Empirix Inc. in the United States and other countries. All other trademarks contained herein are the property of their respective owners.