CEHE Selects Empirix to Evaluate Cloud Contact Center Five9

The Center for Excellence in Higher Education (CEHE) has selected Empirix to validate the company’s migration to the cloud contact center, Five9 (News - Alert). Empirix is a service-performance monitoring company that specializes in end-to-end test automation, and will assist with assuring the CEHE remote network is functioning properly before going live.

CEHE , a non-profit educational institution for nontraditional students, recently began migrating to cloud services. Eric Juhlin, the CEO of CEHE, insisted on implementing a complete end-to end test run for the cloud service, due to the new dependence on remote technologies for students and employees during the pandemic.

According to Shane Triplett, Dialer Administrator at CEHE, Empirix’s (News - Alert) automated testing went even better than he anticipated."This was the smoothest launch of ANY system deployment that I've been a part of. Historically, our testing efforts have been manual and produced inaccurate results that we didn't trust. Empirix finished their testing in the same amount of time it would have taken us to create a manual test plan."

Testing was accomplished using Empirix's Hammer™ Cloud and Virtual Agent Desktop solutions by emulating call traffic and interactions. In fact, 17,000 calls were reproduced to verify class information to CEHE’s 500-plus remote staff. Through this process, Empirix’s solutions helped identify call blockage, monitor busy signals, and generate voice quality data.

Edited by Maurice Nagle