1.  What new solutions can we expect from Empirix in 2010?
• Oriented toward testing and monitoring of Proactive communication outbound IVR and dialers
• Momentum around Empirix testing as a service to meet business models
• Multi-channel service quality assurance solutions over IP

2.  For many years monitoring and testing have not been priorities for many contact centers.  How has this situation changed over the recent years?   What have the drivers been for centers making testing and monitoring a high priority? 
• Testing is more important especially during the tough economic times;
• Customer retention and satisfaction and cost reduction are more important than ever;
• Drivers: business - underlying adoption of IP integration of new NW elements
• Emphasis of best in class applications to meet business needs

3. Empirix focuses on providing testing and monitoring products for the contact center and the enterprise.   What are the most frequent types of /monitoring/testing do you do for contact centers? 
• End to end testing, including IVR, CTI, and CRM assurance 
• For the enterprise? Multi-channel service quality assurance of the voice convergence to the current and new data infrastructures and IP network

4. Empirix uses the term “enterprise contact centers” to describe some of your solutions.   Please explain.
• Contact Centers for large enterprises e.g.  Finance, utilities, and retail, and the emphasis of customer satisfaction, loyalty, and cost reduction
5.  Several companies have stated that achieving exceptional customer experiences across all touch points throughout the enterprise is a major objective. How does Empirix help to achieve this goal?
• In the Contact Center voice is still the preferred means of customer intimacy – it’s all about measuring the customer experience and our unique end to end methods and approach is well received

5. There are several companies in the testing “business”.  How do you differentiate your solutions from your competitors? 
• Positioned to provide test and monitoring solutions from the customer’s point of view
• We test from the caller to the network,  through the IVR, CTI and CRM (our end to end story)
• We test at a higher level – the  application level

6.  Some companies monitor the user’s interaction with the application in an attempt to identify glitches in the performance of the application.  Does Empirix offer such a solution? 
• Yes, we test the interaction of users in the IVR and speech enablement systems

7.   What would be a typical business case to justify your solutions? 
• Time to deployment; customer satisfaction; s
• Shorten time to profitable operations
• Pay less now with confidence and successful network operations, versus Pay a lot later in the form of down time, increase maintenance costs, and lost business

8. What type of business environment do you expect in 2010?  
• Very optimistic about the contact center and enterprise continuing to invest and we expect to participate in these new deployments