Case Study: Amtrak achieves automated IVR monitoring and faster issue resolution with Empirix

Amtrak Automates Management of Speech Applications with Empirix

Amtrak, the national passenger rail service handling more than 45,000 contact-center calls a day across two national centers, needed to control costs while ensuring reliable, 24/7 phone and web reservation service. Frequent production changes (about every 10 days) and a previously manual, reactive monitoring approach made it hard to catch emerging IVR and speech-application problems before customers were affected.

Amtrak deployed Empirix’s OneSight Voice Engine with patented Hammer technology to emulate realistic caller behavior, automate pre-deployment testing and monitor each IVR every 20 minutes. The solution automated about 90% of diagnostics between IVRs and back-end systems, enabled faster root-cause analysis, added custom alerting, freed staff time for new initiatives, and reduced customer-impacting outages while improving overall service reliability.

Amtrak

Rob Early

lead IVR engineer