Empirix Awarded Patent for Component of End-to-end Testing Solution for CRM Environments

BEDFORD, Mass. - Empirix Inc. has been issued U.S. patent #6,944,799 for its Multimedia Synchronization System, an element of its end-to-end testing service for Customer Relationship Management (CRM) technology environments involving products from vendors such as Avaya, Cisco, Genesys and Siebel.

Empirix's end-to-end testing service for CRM, called Hammer Service Assurance, can test both the voice and Web components of a CRM environment. With this patented technology, the CRM testing solution can emulate both customer and agent activity to verify that the right calls and data arrived successfully at the right agents in the right amount of time. Hammer Service Assurance can evaluate the performance of a CRM ecosystem across the applications themselves, the database, the CTI servers and the ACD, as well as call routing, caller-attached variables and screen pops.

Empirix's Multimedia Synchronization System methodology is applied to virtual test systems coupled to a contact center to provide time latency measurements among customer voice, data and Web interactions to the contact center and resulting self-service and agent functions.