Case Study: Angel.com achieves trouble-free IVR and improved customer service with Empirix Testing and Monitoring Solutions

Empirix Ensures IVR and Call Center Solutions Remain Trouble Free

Angel.com is a cloud-based provider of IVR and call center solutions that lets customers deploy voice applications without investing in hardware. To ensure callers always get a positive experience, Angel.com needed complete end-to-end monitoring from the PSTN through IVR to agents; its home-grown tools lacked reporting, speech testing, and a true external caller perspective.

Angel.com deployed Empirix Voice Watch and the Hammer Test Engine to emulate real callers, run periodic calls, and reproduce realistic user behavior. The solution measures carrier performance, call quality, prompts, routing, queue times and more, sends instant alerts, pinpoints failing voice pages/features, and lets teams fix issues before customers are affected—resulting in higher service levels, faster problem resolution, and plans to expand monitoring.

Angel.com

Prakash Durgani

Vice President of Engineering and Opera2ons