Boston, MA, USA, Sept. 2, 2020 -- Empirix(R) Inc., a provider in test automation and network and service performance monitoring, assurance and analytics, announced the release of Hammer Ohm™, an automated voice quality and customer experience test and monitoring solution for work-from-home environments.
Information technology teams have jurisdiction and control over corporate networks and infrastructures. But as cloud technologies continue to gain popularity, IT's footprint expands, enabling greater access to critical technologies from outside corporate walls and, therefore, the flexibility of working from anywhere. Although ISP networks have become an integral part of conducting business today, contact centers still lack the visibility they need to deliver a seamless end-to-end customer experience.
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"Work-from-home environments pose a tremendous challenge for Contact Center Operations and Customer Experience teams," states Edoardo Rizzi, SVP of Product Management and Marketing at Empirix. "They are just as susceptible, if not more so, to quality issues as corporate networks. Poor connectivity, latency, voice quality issues, and even dropped calls cost companies billions in reduced productivity, lost sales, and customer churn each year. The financial impact of such issues cannot be ignored. Having visibility into these work-from-home environments makes it possible for teams to troubleshoot issues. A tool like Hammer Ohm has an immediate impact on the bottom line."
Posted by Veronica Silva Cusi, news correspondent
Contact centers around the world rely on Empirix and its proven Hammer technology to guarantee optimal customer experience. Through automated end-to-end testing and assurance solutions, Empirix ensures its clients deliver high-quality communications across voice and digital channels. By design, Empirix solutions enable excellence in day-to-day operation and are trusted by over half of the Fortune 500
Published: Thursday, September 3, 2020
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