Measurement of Success in the IP Contact Center:
Applying Test and Monitoring Automation Methodologies

Voice-over-IP (VoIP) technology provides organizations better ways to architect their contact centers and serve the user community, improving both agent and customer satisfaction. However, VoIP introduces new complexity and challenges that require special attention, including: capacity planning, managing a multi-vendor environment, assuring quality and meeting customer and agent expectations.

As a result of these challenges, thorough testing and monitoring of the infrastructure, applications and systems is a crucial part of contact center management.

In this webinar we will discuss Empirix’s lifecycle approach for testing and monitoring. Specifically we’ll address:

• Pre-deployment testing scenarios and the value to the customer
• Testing infrastructure vs applications
• Multi-layer monitoring – ongoing monitoring of the customer experience including infrastructure, back end systems, applications and the agent desk-top

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