Siebel best served with Hammer Service Assurance

Solutions provider Empirix Inc. representatives were tickled pink to announce the bestowal of the 2006 CRM Excellence Award upon their Hammer Service Assurance testing solution for Siebel. Based on hard data, the award is presented to the company that has most distinguished itself in CRM by Technoloy Marketing Corporation’s customer interaction solutions trade publication; 2006 marks the completion of back-to-back wins for Empirix.

“We are excited to have earned this award from Customer Interaction Solutions,” said Empirix, Inc. product management vice president Duane Sword. We know from first-hand experience that CRM applications can be difficult to implement. Our Hammer Service Assurance for Siebel helps organizations successfully and confidently implement these business-critical systems.”

In press material, Siebel customer interaction solutions editorial director Tracey Schelmetic stated that the rollout of the customized Siebel Call Center application upgrade was “the smoothest we’ve ever had.” Empirix takes particular pride in the CRM rollout process, and Schelmetic says simply that “CRM rollouts are complex. They need to be well planned from start to finish to avoid pitfalls and achieve exceptional results … Empirix’s case study demonstrated the importance of thorough and proactive testing to ensure that end users will not be negatively impacted.”

Hammer Service Assurance for Siebel earned the award through its success in using Empirix’s patented Hammer transaction-engine technology to drive realistic, production-level caller and agent traffic against applications and networks, while simultaneously measuring how all contact center applications and infrastructure components react, collecting end-user focused metrics like time-to-answer, response times, caller-attached data, and screen-pop success rates.