Building Customer Loyalty Through High-Quality Contact Center Technology: a Free Empirix Seminar.

Business Editors/High-Tech Writers

WALTHAM, Mass.--(BUSINESS WIRE)--April 26, 2004

Accenture and CIBC to share advice and best practices at May 6 event in Manhattan

Empirix, the leading provider of integrated test and monitoring solutions for Web, voice and network applications, will host a free seminar in New York City on May 6. Titled, "Real-World Customer Loyalty-Building Strategies for Contact Centers," the session will explore best practices and advice for ensuring that new technology implementations help, rather than hurt, the customer experience. Speakers include Mike Syed, Senior Manager, Contact Center Technology for Accenture and Charbel Safadi, Telecommunications Analyst, Card Products Division for financial services firm CIBC. Both have been actively involved in managing technology rollouts at medium and large contact centers.

Attendees will learn:

-- Best practices for ensuring quality of contact center

technologies both before rollout and in production;

-- Pitfalls of contact center technology implementations and how

to avoid them;

-- Strategies for enabling enterprises to retain customers by

optimizing self-service applications; and

-- Essential elements to test and monitor when upgrading contact

center technology.

Empirix CEO Edward Goldfinger noted that contact center technology spending is on the rise, with much investment going toward systems that affect the customer experience. "The price of failure is very high, not only in dollars but also in brand degradation and lost customers," Goldfinger noted. "This seminar will provide solid, actionable recommendations - from people who have been there and done it - on how to increase customer loyalty and satisfaction through high-quality contact center technology."

     When:  Thurs., May 6, 2004 from 8:30am to noon Eastern, followed
            by lunch
     Where: Marriott Marquis, 1535 Broadway, New York, NY 10036
     Who:   Contact center managers and senior IT professionals
            responsible for contact center technology
     How:   Register online at http://www.empirix.com/manhattan, or
            call 1-866-228-3781

Complimentary breakfast and lunch will be served. All registered attendees will receive an Empirix Mini Remote Race Car. For questions about the event, call 1-866-228-3781.

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.