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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 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.”

“VoiceWatch provides us with the ability to be proactive in identifying any potential issues within our contact center environment.”

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 reason:
    • A majority of our traffic traverses multiple platforms and we needed a call monitoring solution.
  • Was evaluating the following solutions before choosing the Empirix solution:
    • None, Empirix was our first choice.

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:
    • Ongoing monitoring

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: 75-99% faster
  • Has benefited in the following way from using the Empirix solution:
    • Reduced time to discover root cause of contact center issues
  • Rates the following statement in relation to their experience with Empirix:
    • Optimized customer experience: completely agree

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%

the Empirix Solution Customer Research

In which of the following ways has your organization benefited from using the Empirix solution?

Downtime and outage prevention
16%
Reduced time to discover root cause of network or service issues
92%
Enhanced vendor management (SLAs)
12%
Better understanding of quality of experience
56%
Better ability to service end users
60%

the Empirix Solution Customer Testimonial

The system helped our support team resolve and fix the issues faster, reducing the customer network downtime.

Vannasouk Phimmasone, Lead Voice Engineer, Cable One

Contact Center Assurance Customer Testimonial

We reduced our testing time by nearly 80%. Also, Empirix has allowed us to continuously monitor our contact center platform to identify issues before they become a major impact to the business.

Contact Center Manager, Small Business Financial 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