Empirix Meets Quality Standards of Siebel Systems' Customer Experience Blueprint

BEDFORD, Mass. - Empirix's software solutions met the standards established in Siebel's new Customer Experience Blueprint (CEB). Siebel Systems endorses Empirix's automated software testing and performance management products and services for ensuring the quality of Siebel Systems contact center and Web applications. The CEB framework, which outlines an approach to deploying a customer-driven solution, is designed to help companies determine what they must do and when in order to change the customer-facing aspects of their company.

Empirix provides automated testing and performance management solutions covering both the Web and voice applications used within contact centers. Empirix's solutions for Siebel Systems application environments, developed jointly with Siebel Systems, allow customers to:

  • Analyze their customer and agent experiences before deployment
  • Understand the effect of new initiatives (VoIP, CTI, Siebel Systems upgrades) on their Siebel-enabled call center deployments
  • Establish a baseline for production Service Level Agreements
  • Monitor and manage applications and infrastructure in production

Siebel Systems' Customer Experience Blueprint is a framework that addresses the domains of a company that impact the customer's experience - strategy, people, process, technology and governance. It outlines six stages, or progressions of work, that are based on practices derived from Siebel Systems' 11 years of experience working with over 4,000 customers. Each stage describes specific activities that must be completed across each domain before a project can proceed on to the next stage.

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