Empirix Launches New Testing and Monitoring Solution for Genesys Environment, Allowing Enterprises to Deploy Contact Centers Faster

Market Wire, March, 2007

Empirix ® Inc., which helps organizations adopt complex communications solutions with confidence, and Genesys Telecommunications Laboratories, Inc. , an Alcatel-Lucent company, launched today a new automated testing and monitoring solution to allow enterprises to deploy contact centers faster.

Called the Hammer Virtual Agent Softphone (VAS) for Genesys, it is the only automated testing and monitoring application for validating voice and data integrity to an agent's desktop for Genesys deployments. This new solution is designed to help customers better understand the performance, consistency, and routing of data for contact centers, leading to a better experience for customers and agents.

The Hammer VAS for Genesys emulates an agent's behavior, such as answering a call, receiving information about the caller, transferring the call, and hanging up, thereby enabling organizations to deploy, integrate, and troubleshoot Genesys contact center solutions faster than ever before. One outcome of a test, for instance, would be to ensure that the information a customer entered into an IVR -- such as their account number -- actually gets delivered to an agent's desktop, negating the need for the agent to ask for the account number again. Thus, enterprises can improve the customer experience while achieving better user adoption and faster ROI on new technology.

Empirix's Hammer test systems, known as the gold standard of testing for voice applications and telecommunications equipment, enable organizations to generate high volumes of both TDM and IP test calls to measure functionality and performance of communications networks, along with the applications running on them. Together, Empirix and Genesys are able to emulate thousands of caller and agent interactions in a pre-deployment setting for testing purposes, while using the same methodology in production to proactively monitor and manage application performance.

The Hammer VAS for Genesys offers users the ability to:

--  Reduce development and QA test time by automatically emulating callers
    and agents;
--  Minimize customer and agent frustrations by validating the performance
    of data delivery to an agent's desktop; and
--  Deploy contact center technology smoothly.
    

According to Sue Andersen, Product Marketing Manager at Empirix, "With the delivery of the Hammer VAS for Genesys, Empirix is the only company to offer an automated testing and monitoring solution that validates both voice and data integrity at the agent's desktop for Genesys deployments. Now, companies have a better way to understand what their customers and agents are experiencing so they can make any necessary changes before issues impact service. The result is smoother rollouts of new contact center technologies, which lead to improved customer satisfaction and reduced costs."

"Our partnership with Empirix is important in helping us to ensure that our contact center solutions are tuned to meet each customer's specific call volume and traffic conditions," said John Jennings, Director of Professional Services at Genesys. "We believe the Hammer Virtual Agent Softphone for Genesys provides a unique method to expedite successful solution rollouts for the sophisticated operating environment of today's contact centers."

As part of the lifecycle approach to quality, Empirix and Genesys also provide a monitoring solution called OneSight that helps companies proactively identify emerging technology problems before customers or agents are impacted. The result is increased customer and agent retention and decreased operational costs.

The Empirix and Genesys automated testing and proactive monitoring solutions are available as premise-based solutions or as managed services.

Request a Demo

The Hammer Virtual Agent Softphone for Genesys is available immediately as a module that can be purchased with a Hammer Test System or with a OneSight Monitoring Solution. For a demo of this solution, call 1-866-EMPIRIX or email info@empirix.com . For additional information, visit http://www.empirix.com .

About Empirix

Empirix helps organizations adopt complex communications solutions with confidence. We combine the industry's deepest knowledge of telecommunications and self-service applications with award-winning testing and monitoring solutions to ensure our customers realize the promise of their technology investments. Empirix is the only company with expertise that spans the evolution of these advanced technologies across multiple markets -- from testing in R&D labs through monitoring the end-user experience. For over a decade, thousands of quality-conscious network equipment manufacturers, service providers and enterprises worldwide have trusted Empirix to reduce the time and cost of integrating new technologies into existing environments. Visit www.empirix.com .

About Genesys Telecommunications Laboratories, Inc.

Genesys, an Alcatel-Lucent company, is the only company that focuses 100% on software to manage customer interactions over the phone, web and in e-mail. The Genesys software suite dynamically connects customers with the right resources -- self-service or assisted-service -- to fulfill customer requests, optimize customer care goals and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for more than 3,500 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organization, from the contact center to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency, and accelerate business innovation. For more information, go to www.genesyslab.com or visit the industry blog at www.betterinteractions.com