Empirix releases CallMaster 3.0. (Breaking News).
Empirix Inc., a developer of integrated test and monitoring
solutions for Web, voice and network applications, announced its
upgraded release of Hammer CallMaster test script The instructions in a test program. It defines the actions and pass/fail criteria. For example, if the action is "to enter a valid account number," the expected result is that the data are accepted. Entering an invalid number should yield a particular error message. See test case. creation and
management software for voice application labs and contact centers. The
new CallMaster offers an advanced user interface that allows users to
create, schedule and manage sophisticated voice performance tests, as
well as generate interactive voice response (IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. ) application
performance data. CallMaster 3.0's structured, graphical approach
to test programming helps simplify the task of designing and executing
IVR tests. The new release also helps developers and administrators
maintain and present test reports. CallMaster 3.0's new features
were added to expand its market to include nor only voice application
development labs, but also contact center operations groups and
integrators. Contact centers are becoming increasingly central to the
success of a wide range of consumer-oriented enterprises, including
those in the finan cial services, retail, health care, technology and
travel industries. At the same time, voice applications and systems have
grown more complex with the implementation of new technologies such as
speech recognition, while contact center users have increasingly high
expectations about the quality, reliability and performance of 24 x 7,
self-service applications A software application that allows a user to obtain information or complete a business transaction on the computer that has traditionally required the help of a human representative. Voice response systems and Web sites are widely used for self-service applications. See kiosk. . Coupled with the Hammer IT system, CallMaster
3.0 gives voice application developers and operators the ability to
perform fully automated testing (testing) automated testing - Software testing assisted with software tools that require no operator input, analysis, or evaluation. and monitoring of today's
increasingly complex telephony systems. Using a standard drag-and drop
methodology, CallMaster enables companies to create comprehensive test
scripts to verify the functionality, scalability and ongoing performance
of IVR applications. By enabling comprehensive testing earlier in the
development process, managers can assure the performance and stability
of newly released applications and can establish benchmarks to support
ongoing monitoring of key performance metrics Performance metrics are measures of an organizations activities and performance. Performance metrics should support a range of stakeholder needs from customers, shareholders to employees [1]. such as time-t o-answer,
application and host latency (1) The time between initiating a request in the computer and receiving the answer. Data latency may refer to the time between a query and the results arriving at the screen or the time between initiating a transaction that modifies one or more databases and its completion. , and voice prompt A recorded message that is played by auto attendants, interactive voice response (IVR) systems, message-on-hold systems and other voice processing tools. The "prompt" is a request to input some data; a recording that does not ask for feedback is more properly called a voice "message." timing and quality.
COPYRIGHT 2002 Technology Marketing Corporation
No portion of this article can be reproduced without the express written permission from the copyright holder.
Copyright 2002, Gale Group. All rights reserved. Gale Group is a Thomson Corporation Company.
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