WALTHAM, Mass.–(BUSINESS WIRE)–July 21, 2003–Empirix Inc., the leading provider of integrated test and monitoring solutions for Web, voice and network applications, today announced that Expedia(R), Inc. (NASDAQ:EXPE), the world’s leading online travel service, has selected Empirix’s Hammer(R) Dynamic Speech capability to test its new Nuance-based Integrated Voice Response (IVR) application.
As an added service for its customers, Expedia maintains a 24/7 customer-service hotline (1-800-EXPEDIA) to help people with immediate needs who don’t have access to the Internet. Expedia’s new Nuance-based IVR is intended to speed service for travelers on the go. To ensure that this critical application performs flawlessly, Expedia is working with Empirix to test it. Robb Krieg, vice president, agency operations for Expedia, noted that the travel leader selected Empirix based on its extensive experience testing voice-based applications.
“At Expedia, we are committed to providing travelers with the best experience during their trip,” said Krieg. “By using Empirix’s Hammer Dynamic Speech capability, we can thoroughly test the functionality and performance of our new IVR system to ensure consistent, high-quality service for our customers.”
Hammer Dynamic Speech is part of both the Hammer Contact Center Test System and Hammer Intelligent Monitoring(TM) (IM) System from Empirix, and is also used with Empirix’s voice application testing and monitoring services, Hammer On-Call(TM) and Voice Watch(TM). Using Empirix’s patented Hammer prompt-recognition technology, these systems and services emulate real-world callers by automatically walking through a call just the way a customer would, verifying both response time and prompt correctness at each step in the call flow. In pre-production testing, hundreds of these “virtual callers” can be used to verify performance from a customer perspective under real-world operating conditions. Once the voice application is deployed, the same capability can be used to periodically call into the application just the way a customer would to verify that performance remains first-rate.
“Expedia understands what it takes to provide quality customer service,” said Brian Miller, Empirix Contact Center product line manager. “By using Empirix’s Hammer Dynamic Speech testing capability, Expedia can detect and correct potential problems before they affect the customer experience. The end result is faster, better quality service for customers, and lower costs for Expedia as fewer customers have to zero out to live agents.”
About Expedia, Inc.
Expedia, Inc. is the world’s leading online travel service and the eighth largest travel agency in the U.S. Expedia’s award-winning Expert Searching and Pricing (ESP) technology delivers the most comprehensive flight options available online. ESP also allows customers to dynamically build complete trips that combine flights, Expedia(R) Special Rate hotels and other lodging, ground transportation, and destination activities. Expedia operates Classic Custom Vacations(R), a leading wholesaler of premiere vacation packages to destinations such as Hawaii, Mexico, Europe and the Caribbean; and Metropolitan Travel, a corporate travel agency. Travelscape, Inc., wholly owned by Expedia, also operates as WWTE(TM), bringing complementary cross-sell and dynamic packaging booking functionality to third parties on a private-label basis. Expedia is a majority-owned subsidiary of USA Interactive (NASDAQ: USAI). CST: 2029030-40
About Empirix
Empirix is the leading source for test and monitoring solutions that measure, manage, and enhance the performance of Web and voice applications, contact centers and communications networks. Empirix delivers powerful and innovative products and services that improve end-users’ Quality of Experience (QoE) while reducing development costs and improving time to market. Empirix currently delivers products, services and support to more than 3,400 customers worldwide, including Global 2000 enterprises, network equipment manufacturers and service providers. Headquartered in Waltham, Massachusetts, Empirix has offices throughout the United States, and in Europe and Asia. For more information, visit Empirix on the Web at www.empirix.com.
Hammer, Hammer Intelligent Monitoring, Hammer On-Call and Voice Watch are trademarks or registered trademarks of Empirix Inc. in the United States and/or other countries. All other trademarks, company names and product names contained herein are the property of their respective owners.
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