Officials with a Bedford, Mass.-based company that focuses on the development, deployment and profitable operations of new IP communications, including VoIP, told TMCnet it plans to focus this year and next on investing in technologies such as voice quality and application management.
Joe Dumont, a product manager at Empirix, Inc.
, told TMC President Rich Tehrani (News
) in an interview (printed in full below) that his company is focusing mainly on “real-market needs.”
“For example, traditional call center technology is now being enhanced with new technologies such as presence and (unified communications) to facilitate expansion of the contact center more deeply into the enterprise,” Dumont said.
Dumont – who is speaking during ITEXPO West
in September on “Ensuring Quality in the Contact Center
” – also told Tehrani that his company – whose main areas are U.S.- and Canada-based contact centers and enterprises, is eyeing opportunities in Latin America and the EMEA region.
Their full exchange follows.
Rich Tehrani: What has the economic crisis taught you, and how has it changed your customers?
The economic crisis has taught us here at Empirix (News
) two main things.
First, to refine our pricing model to reflect customers’ need for OPEX (News
) rather than CAPEX expenditures and secondly, that a flexible testing model is critical to our customers’ success at deploying contact center technology. As companies continue to deploy new technology they must ensure they realize ROI from the investments. They also must make sure every deployment yields a positive affect on customer service and experience.
RT: How is this down economy affecting your decisions to reinvest in your company or market, if at all? Where will you invest?
JD: Empirix continues to invest with an eye towards solutions that focus on real-market needs. For example, traditional call center technology is now being enhanced with new technologies such as presence and UC to facilitate expansion of the contact center more deeply into the enterprise. As such, our plans for 2009 and 2010 focus on supporting these technologies especially in the area of voice quality and application management.
RT: Which nation or region of the world will present the largest opportunity for your company in 2009/10?
JD: North America will continue to offer the largest opportunity for Empirix, with continued investment and technology upgrades from U.S.- and Canada-based enterprises and contact centers. Other areas offering strong opportunity include EMEA and Latin America. Contact centers have become a strategic resource for enterprises and service providers the world over, but these regions probably offer the largest near-term opportunity.
RT: I understand you are speaking during ITEXPO West, to be held Sept. 1 to 3 in Los Angeles. Describe your talk and tell us what companies or people should attend.
JD: This presentation will focus on assuring IP telephony voice quality in the contact center and the enterprise. I’ll address concepts such as active call monitoring and multilayer monitoring, and discuss how these strategies can be used to track undiagnosed failure-points and even predict when a failure may be about to occur in an IP telephony network. The conversation will include a discussion of how performance management reporting can be used to assure that service level objectives are met and how recurring failures can be identified and prevented in real-time.
I will also address proactive multi-channel testing and monitoring of contact center and communication solutions, and how this can be used to improve overall performance and, most importantly, the customer experience.
Companies that are upgrading or planning to upgrade their contact centers to IP would benefit from this discussion.
RT: Why should customers choose your company’s solutions? How do they justify the expense to management?
JD: Empirix is the only company that provides an end-to-end view of both the customer and agent experience in the contact center. Customers use our solutions to both improve the ROI of contact center projects by identifying problems before deployment and, after deployment, to perform on-going monitoring of the contact center technology, infrastructure, voice quality and applications. Customers can choose the Empirix solution that best fits their needs – products, managed services or our latest offering ‘Empirix Testing as a Service,’ which combines the power of Hammer technology with the expertise of our consulting services.
The ROI for these solutions typically falls into three areas – acceleration of deployment, improvement of customer service and application development quality assurance. Many companies have experienced the pain of rolling out new technology without testing it and had to deal with costly delays, roll-back of previous technology or worse – problems that affect customers’ ability to do business with them. These types of problems not only affect the bottom line but can potentially lead to the loss of customers. Indeed, modern consumers are less tolerant of poor quality, and the cost of losing a customer has never been higher.
Learn more about Empirix at ITEXPO West — the biggest and most comprehensive IP communications event of the year. ITEXPO (News - Alert) West will take place in Los Angeles, Sept. 1 to 3, 2009, featuring three valuable days of exhibits, conferences, and networking opportunities you can’t afford to miss. Don’t wait. Register now!
Michael Dinan is a contributing editor for TMCnet, covering news in the IP communications, call center and customer relationship management industries. To read more of Michael's articles, please visit his columnist page.
Edited by Michael Dinan