Contact Center Solutions Featured Article

Empirix and Nuance Expand Collaboration to Enhance Overall Customer Experience

May 02, 2011

Service quality assurance solutions provider Empirix Inc., and speech technology specialist Nuance Communications announced an expansion in their global partnership.


Nuance offers tailored inbound and outbound contact center solutions to support intuitive interactions between companies and their customers. For the contact centers, deployment of speech technology is not enough; in order to ensure the success of deployment, the contact center has to proactively test the network, identify potential network load and voice quality issues, fix the problems before they impact customers and also monitor network performance on an ongoing basis. By collaborating with Empirix, Nuance will be able to provide industry-leading and mission-critical network testing and monitoring as a value-added service to its contact center customers. This will help customers mitigate risks and ensure a positive end-user experience.


“The combination of Empirix’s best-of-breed technology with our hosted and on-premise delivery models for speech solutions ensures that enterprises are able to comprehensively, proactively, and cost-effectively test the load capacity of their networks regardless of location and without the need for additional equipment on site,” said Peter Newton, director of quality assurance at Nuance Communications. “We look forward to continuing to work closely with Empirix to deliver true added value for our customers.”


Empirix offers a comprehensive suite of products and services to address the quality and interoperability challenges posed by the increased use of mobile broadband, LTE, converged voice, and unified communications in both IT and Telecom Environments.


“Empirix is committed to partnering with companies that are valued for deep expertise and leadership in their respective industries,” said Tim Moynihan, vice president of marketing at Empirix. “Nuance is widely regarded across the globe for its innovative speech applications and services, making it a perfect partner to help expand the use of Empirix’s testing and monitoring solutions worldwide. We believe the alliance strengthens both companies and we look forward to many years of successful collaboration.”

In March, Empirix announced the launch of its Unified Communications (UC) Assurance Platform, a system for testing and monitoring communication networks.
Madhubanti Rudra is a contributing editor for ContactCenterSolutions. To read more of her articles, please visit her columnist page.

Edited by John Lahtinen