Empirix announced the availability of Empirix Regression Testing as a Service (RTaaS), a quality assurance solution for ensuring existing services are not negatively affected when changes are introduced into contact center environments. It combines Empirix Hammer Test technology with customizable services for auditing contact center operations, assessing customer experience, and designing test plans. Empirix RTaaS measures the impact of changes on switching, routing, interactive voice response (IVR), and agent desktop solutions prior to their deployment to preempt customer-impacting issues, speed deployment cycles, and cut project costs.
Call centers “are starting to appreciate how pre-deployment regression testing has a direct impact on the quality of their service,” said Dan Miller, senior analyst and founder, Opus Research. “Empirix RTaaS provides a reliable and repeatable regression testing process designed to assure higher quality user experiences efficiently and cost-effectively.”
Businesses are continuously updating their contact center systems (and their underlying technology) in response to events such as product launches, cost-cutting programs, or mergers and acquisitions. Therefore, an understanding of all contact center systems can be difficult to obtain. The Empirix RTaaS solution automates all their test functions to address this.