Empirix has expanded its portfolio of contact center test and monitoring solutions through a partnership with change management solutions company blackchair Limited.
Integrating blackchair’s Spotlight change management suite with Empirix’s existing contact center test and monitoring solutions will enable organizations to improve customer experiences, take operational processes to the next level of maturity, reduce costs and mitigate risk with faster, more rigorous configuration release management and agnostic auditing. Organizations will now be able to quickly detect problems and trace them back to changes in the contact center environment.
Empirix contact center test and monitoring solutions combine passive and active monitoring techniques to proactively identify problems before they affect customers in order to ensure a positive experience. blackchair’s Spotlight complements Empirix’s capabilities by providing rapid configuration setup and tear down for tests and detailed audit trails of who made changes to the environment, what changes were made and when. When used in conjunction with the ability to pre-package configuration changes into controlled release packages that are audited, both the project time and the risk associated with those changes can be dramatically reduced.
“Contact centers are constantly growing and evolving, and change is most often the root cause of inefficiency, service degradations and interruptions,” said Jason Owen, blackchair CEO. “The Spotlight suite complements Empirix’s ability to constantly test and monitor call center environments by enabling a mature change process and instantly tracing change-induced problems back to their source.”
Spotlight encompasses all the major change management functions: core auditing and compliance, configuration release management, operational efficiency, and impact on platform utilization. The solution has been specifically designed to improve the customer experience at large, complex contact center environments serving financial, healthcare, utility and retail markets that have a variety of regulatory and compliance needs. With this new partnership Empirix will provide a comprehensive solution to test, monitor and audit the life cycle of end-to-end contact center operations.
“Change is inevitable in modern contact center environments, to the point where IT staff responsible for maintaining contact center performance can feel like the ground is constantly moving under them,” said Matt Ainsworth, EVP Global Sales, Empirix. “The combination of Empirix test and monitoring solutions with blackchair’s Spotlight change management solution enables organizations to mitigate risk and reduce operational costs, outages and out of compliance fines.”
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