Empirix (News - Alert), a company dedicated to helping organizations to adopt complex communications solutions with confidence, has announced that Technology Marketing Corporation’s (TMC (News - Alert)) Customer Interaction Solutions magazine has named Empirix’s Hammer Performance Assurance for Siebel service as a recipient of the 2008 CRM Excellence Award.
The Hammer is considered the gold standard for testing for voice applications and telecommunications gear. Empirix strives to provide a unique service designed to ensure the successful rollout of Siebel desktop applications integrated with CTI middleware.
The Hammer Performance Assurance for Siebel is a comprehensive methodology that involves generating real end-to-end calls, from the PSTN to the desktop, that allow Oracle’s (News - Alert) Siebel customers and systems integrators to guarantee that their Siebel/CTI implementations deliver expected performance to customers and call center agents when the applications go live.
The comprehensive testing service ensures that the right data will be delivered to the right agent in a timely fashion, under real world conditions.
"We are honored to receive this award from such a well-respected industry publication," said Phil Odence, Vice President of Business Development at Empirix, in a Monday statement.
"Many of our customers have realized that testing a desktop application in isolation doesn't address the tricky handoff between CTI (News - Alert) software and Siebel. Our unique end-to-end testing approach is the only proven method that allows call center managers to sleep well the night before going live."
"Empirix has demonstrated to the Editors of Customer Interaction Solutions that its products and services have substantially improved the processes of its clients' businesses by streamlining and facilitating the flow of information needed for companies to retain their most precious asset? Their customers," said Nadji Tehrani, founder and chairman of TMC, publishers of Customer Interaction Solutions, in Monday’s statement.
The Ninth Annual CRM Excellence Award winners were selected on the basis of their product or service’s ability to help extend and expand the customer relationship to become all encompassing, covering the entire enterprise and the entire lifetime of the customer. The award is based on hard data, including facts and numbers that demonstrate the improvements that the winner’s product has made in a client’s business.
The CRM Excellence Award winners for 2008 can be found in the May and June
issues of Customer Interaction Solutions magazine.
Empirix has effectively demonstrated the strength of its solution and the ability of the Hammer offering to enhance the customer experience. In a global economy where consumer expectations and demands are increasing, it is becoming more difficult to meet customer needs, yet also more critical to do so. Empirix provides its customers with a solution that can enhance the customer experience to drive loyalty and maintain a competitive edge.
Susan J. Campbell is a contributing editor for TMC and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page. Public Switched Telephone Network (PSTN) | X | | A PSTN number is a dialed call which is switched or connected via a CO switching system called a Class 5 End office or in SS7....more |
Computer Telephony Integration (CTI) | X | | CTI or computer telephony integration is the linking of computing systems with telephone systems. The caller is connected via telephone companies to a customer ACD-PBX. The ACD-PBX passes the teleph...more |
|
