New Empirix Service Benchmarks Contact Center Performance from Customers' Perspective
WALTHAM, Mass. - Empirix launched a new service that helps companies benchmark the performance of automated systems in their contact centers. Called Empirix Baseline(SM), the service provides quantitative, objective data that can be used to formulate goals for upcoming technology rollouts or service-level agreements, measure results of recently deployed technology or simply to assess performance against industry norms.
Empirix Baseline utilizes the company's award-winning Voice Watch(TM) hosted monitoring service, which dials into a voice application just as a customer would, navigates prompts and menus and measures every step of a customer transaction - for instance, checking an account balance or placing an order. The transaction is run at predefined intervals (generally every 15 minutes) for two weeks. At the end of the two-week period, Empirix consultants analyze the data and present a summary report incorporating critical metrics such as time to connect, time to greet, menu response times, speech recognition rates, transaction lengths, transaction failure rates and call quality (meaning clarity and sound quality of automated responses). Metrics can be customized and performance compared to industry best practices. The report also includes recommendations for improving future performance. Empirix Baseline measures performance of a contact center's second workforce - its automated systems. Pricing for Empirix Baseline begins at $5,000 to benchmark one customer application. The service is available immediately.