Empirix is the leading provider of service quality assurance solutions for new IP communications. Since 1992, Empirix has led the market in innovation and expertise for IP communications management. Its widely acclaimed Hammer Test Engine, with more than 30 patents, is the acknowledged global standard for validating the quality of IP networks, systems and applications.

The world's largest wireless and wireline operators, equipment manufacturers, and enterprise contact centres depend on Empirix's solutions to maintain the quality of the user experience for business-critical voice, data, video and mobile services. With Empirix, customers can increase revenues, reduce customer churn and cut support costs. Empirix is privately held and headquartered in Bedford, MA.

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Latest Content From Empirix

Research Report: The Hidden Cost Of Technology Failure In The Contact Center

by EmpirixSep 21, 2009

A new survey conducted among UK enterprises by the Customer Experience Foundation, sponsored by Empirix, has uncovered the dramatic effect that delays in contact center technology projects can have on costs, customer service, and business overall. As part of the study, UK business, technical, and project management staff at more than 100 private sector companies were interviewed.

Whitepaper: Survey Results: Technology's Impact on Contact Center Agent KPIs

by EmpirixJan 01, 2008

This white paper outlines the results of a September 2005 survey of call center managers and IT professionals regarding technology�s impact on call center agent productivity, Key Performance Indicators (KPIs) and the customer experience. The survey was conducted at the 2005 Annual Call Center Exhibition (ACCE) conference focused on call center technology and management. When asked how Contact Centers most often find out about technology problems impacting agents or customers, the most frequent response was, ""Customer complaints."" The second most common was, ""Agent complaints.""