ProtoCall One & Empirix announce partnership to provide testing and monitoring service

ProtoCall One and Empirix have formed a partnership in the UK to deliver a unique testing and monitoring service for contact centres that use Genesys technology. By enhancing Empirix’s testing and proactive monitoring services portfolio with new a ‘find, diagnose and fix’ capability, this partnership allows Genesys customers to benefit from both companies’ offerings for the first time.

The new ‘find, diagnose and fix’ service enables Genesys customers to reduce the cost and risk of implementing new or upgrading existing contact centres.  An independent survey* recently found that contact centre project cost overruns can double the original project budget.  This offering represents the first time in the UK that a full end-to-end service based on delivering automated calls has been available. 

The new service combines Empirix’s end-to-end automated call generation testing and monitoring with ProtoCall One’s service management and managed service capability.  As a result, organizations can ensure the contact centre is operating at maximum effectiveness. The Empirix solution identifies issues in the contact centre after which ProtoCall One’s engineers work to diagnose and fine-tune the systems. Issues that are typically found include poor voice quality, capacity issues and incorrect network configuration. 

Faraz Khan, managing director, ProtoCall One, commented: “Our partnership with Empirix delivers great benefits for Genesys customers.  The ‘find, diagnose and fix’ service is a unique offer to larger contact centre operations in the UK.  It provides a managed service that both helps reduce cost and risk in contact centre projects, ensuring the customer experience is always maintained at the highest level.”

Steve Robertson, EMEA sales director, Empirix, commented: “ProtoCall One is a natural choice for us to partner with as the company is renowned for its track record and expertise in working with Genesys solutions.  With this partnership, we are the first in the market to deliver a ‘find, diagnose and fix’ service directly to the Genesys environment.”

The joint service is thought to be a major benefit to users of Genesys technology and is planned to deliver a new confidence in their contact centres and customer service.

19th March 2010