Empirix Wins 2006 CRM Excellence Award for Hammer Siebel Testing Solution
Empirix Helped Top Financial Services Company with CRM Application Upgrade
Once a year, TMC's CRM Excellence awards are presented to companies that have distinguished themselves in the CRM arena. Awards are based on hard data – numbers demonstrating the improvements that the winner's product has made in one of its client's businesses.
Empirix testing helps financial services company complete a smooth CRM rollout
The client featured in Empirix's award application was a top financial services company that was upgrading its customized Siebel Call Center application. Having experienced challenges with a previous upgrade, management had two objectives: first, to verify that the application's new CTI-enabled features worked and did not adversely affect overall performance; and second, to baseline application performance for use in capacity planning. Empirix developed a comprehensive test plan to generate production levels of inbound caller and agent-desktop traffic. The test report showed that the application would support the expected call volumes, but also highlighted opportunities to tune the system for even better performance. As a result, the customer was able to deploy the application with confidence and reported that, "It was the smoothest rollout we've ever had."
"CRM rollouts are complex. They need to be well planned from start to finish to avoid pitfalls and achieve exceptional results," said Tracey Schelmetic, Editorial Director, Customer Interaction Solutions. "Empirix's case study demonstrated the importance of thorough and proactive testing to ensure that end users will not be negatively impacted."
Hammer Service Assurance for Siebel leverages Empirix's patented Hammer transaction-engine technology to drive realistic, production-level caller and agent traffic against applications and networks. Simultaneously, it measures how all contact center applications (including IVR, CTI and CRM) and infrastructure components react, collecting end-user focused metrics like time-to-answer, response times, caller-attached data, and screen-pop success rates. The results help organizations tune their CRM-enabled contact center environments for optimal performance prior to rollout. Empirix customers report that Hammer Service Assurance for Siebel helps them launch their CRM initiatives on time, on budget, with excellent user acceptance.
"We are excited to have earned this award from Customer Interaction Solutions. We know from first-hand experience that CRM applications can be difficult to implement. Our Hammer Service Assurance for Siebel helps organizations successfully and confidently implement these business-critical systems," said Duane Sword, Vice President, Product Management and Marketing for 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.