SaaS

Empirix Offers Hammer Testing as a Service

Today, Empirix is formally launching Emprix Testing as a Service(TM), in response to a growing need from companies who are making major investments in a wide range of self-service resources and require highly customized (and dynamic) quality assurance testing that won’t add to the capital budget.

Customer Interaction Analytics: Quality of Care on the Critical Path

As customer care spans multiple modalities requiring real-time responses, “Analytics” has become an all-purpose word that embraces monitoring and recording, knowledge management, business intelligence, word spotting, data mining and analysis of data from a multiplicity of sources. Yet the most important aspect of new systems is the ability to correlate measured activity in ACDs, IVRs and agent workstations with overall business objectives, including customer satisfaction and retention, increased sales, agent productivity and, ultimately, profitability.