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TechValidate Research on CCA and CEA

These pages present data that TechValidate has sourced via direct research with verified customers and users of CCA and CEA. TechValidate stands behind the authenticity of all published data. Learn more »



14 Published TechFacts

8 Published Charts

4 Published Case Studies



Selected Research Highlights


Contact Center Assurance Customer Research

What led your organization to use the Empirix solution?

Seeking process improvements for contact center technology deployment
38%
Upgrading to a new technology platform
25%
Needed to test Contact Center under load/stress
38%
Industry best practice
25%
Other
38%

Contact Center Assurance Case Study

Large Enterprise Telecommunications Services Company

Introduction

This case study of a large enterprise telecommunications services company is based on an August 2017 survey of Contact Center Assurance customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“Our organization was able to improve availability, mitigate risk, and reduce customer churn with the Empirix solutions.”

“Empirix solutions allowed my organization to proactively monitor critical systems 24×7. This monitoring helps identify the start of production issues before customer impact.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Contact Center Assurance:

  • Began using the Empirix solution for the following reasons:
    • They were seeking process improvements for contact center technology deployment
    • It is an industry best practice
  • Was evaluating the following solution before choosing the Empirix solution:
    • IR (Integrated Research) IQ Services

Use Case

The key features and functionalities of Contact Center Assurance that the surveyed company uses:

  • Uses Empirix for the following:
    • Functional testing
    • Load or performance testing
    • Ongoing monitoring
  • Uses the following Empirix Solutions:
    • Hammer Test System (including CallMaster)
    • VoiceWatch (24×7 monitoring)
    • Onesight or PACE

Results

The surveyed company achieved the following results with Contact Center Assurance:

  • Has been able to complete the following as a result of Empirix:
    • Diagnose potential problems: 75-99% faster
  • Has benefited in the following ways from using the Empirix solution:
    • Reduced time to discover root cause of contact center issues
    • Improved availability
    • Improved customer experience
  • Rates the following statements in relation to their experience with Empirix:
    • Reduces their time to market: strongly agree
    • Optimized customer experience: agree

Contact Center Assurance Customer Research

As a result of using Empirix, how much faster were you able to complete the following:

100% faster 75-99% faster 50-74% faster 25-49% faster 0-25% faster

Diagnose potential problems
Complete QA testing

The Empirix Solution Customer Satisfaction Rating

A Director of Network Operations at a Fortune 500 telecommunications services company would be very likely to recommend the Empirix Solution for this reason:

They deliver what they promise on time.

the Empirix Solution Customer Testimonial

Empirix increased efficiency and reliability for testing our applications.

Engineer, Small Business Telecommunications Services Company

Contact Center Assurance Case Study

Membership Organization

Introduction

This case study of a membership organization is based on an August 2017 survey of Contact Center Assurance customers by TechValidate, a 3rd-party research service. The profiled organization asked to have their name blinded to protect their confidentiality.

“Our organization was able to improve availability, mitigate risk, and reduce customer churn with the Empirix solutions.”

“Great tools.”

Challenges

The business challenges that led the profiled organization to evaluate and ultimately select Contact Center Assurance:

  • Began using the Empirix solution for the following reasons:
    • They were seeking process improvements for contact center technology deployment
    • They are upgrading to a new technology platform
    • They needed to test Contact Center under load / stress
    • It is an industry best practice
  • Was evaluating the following solutions before choosing the Empirix solution:
    • An internal manual testing solution
    • Cyara

Use Case

The key features and functionalities of Contact Center Assurance that the surveyed organization uses:

  • Has 1000-5000 contact center seats in their organization.
  • Uses Empirix for the following:
    • Functional testing
    • Regression testing
    • Load or performance testing
    • Ongoing monitoring
  • Uses the following Empirix Solutions:
    • Hammer Test System (including CallMaster)
    • Hammer on Call (ETaaS Empirix Testing as a Service (load tests))

Results

The surveyed organization achieved the following results with Contact Center Assurance:

  • Has been able to complete the following as a result of Empirix:
    • Diagnose potential problems: 50-74% faster
    • Complete QA testing: 50-74% faster
  • Has benefited in the following ways from using the Empirix solution:
    • Reduced risk rolling out a new application or technology
    • Reduced time to rollout new applications and technology
    • Reduced time to discover root cause of contact center issues
    • Improved availability
    • Reduced amount of time required to perform functional/regression tests
    • Improved customer experience
  • Rates the following statements in relation to their experience with Empirix:
    • Reduces their time to market: completely agree
    • Optimized customer experience: completely agree


More to Explore



About CCA and CEA

Empirix provides end-to-end network performance visibility with the unique ability to analyze customer behaviors by application in real-time. They empower service providers, mobile operators, contact centers and businesses to master complexities and optimize business processes to reduce operational costs, maximize customer retention, and grow top-line revenue.

CCA and CEA Website   Empirix Website