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News : Empirix Helps CEHE Confidently Migrate to Five9 Cloud-Based Contact Center Software

#contactcenterworld, @Empirix

Boston, MA, USA, Jan. 21, 2021 -- Empirix(R), a provider in end-to-end test automation and network and service performance monitoring, assurance and analytics, announced that The Center for Excellence in Higher Education (CEHE) selected Empirix to validate the efficacy of their migration to Five9, an all-in-one cloud-native contact center solution, before go live.

CEHE is a non-profit educational institution that provides flexible, career-focused degree programs for nontraditional students. They were migrating their entire workforce to a work-from-home model and wanted assurance that their new Five9 contact center system was functioning as it should for remote workers.

Committed to excellence, Eric Juhlin, CEHE's CEO, mandated full end-to-end testing to confirm interoperability with the Five9 API, call routing into and out of the Five9 cloud to remote employees working from home, voice quality and connection stability.


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"This was the smoothest launch of ANY system deployment that I've been a part of," said Shane Triplett, Dialer Administrator of CEHE. "Historically, our testing efforts have been manual and produced inaccurate results that we didn't trust. Empirix finished their testing in the same amount of time it would have taken us to create a manual test plan."

#contactcenterworld, @Empirix

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About Empirix:
Company LogoEmpirix has been solving testing and monitoring challenges for contact centers, helpdesks and communication networks since 1992. Our solutions help our clients reduce risk, accelerate technology time-to-market, maximize customer retention and reduce operating costs. Our flagship technologies, Hammer and Hammer Cloud Platform, are used by companies to enhance user experience. By simulating real-world communications, we test the end-to-end interoperability of network services and applications validating every function of your voice and data network. Hammer Cloud is a single cloud-based platform designed to accelerate release cycles by supporting the cross-functional testing needs of development, QA and operations teams, providing self-service testing and test case design for voice applications and contact center technologies and facilitates the adoption of DevOps practices with a shared script library and script porting across the software development lifecycle.
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Today's Tip of the Day - Sporting Occasions

Read today's tip or listen to it on podcast.

Published: Friday, January 22, 2021

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2021 Buyers Guide Inbound Call Handling Services

 
1.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

2.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

3.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

4.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

5.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

6.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390

8.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk
PH: 0217991445

9.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 

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