Case Study: Swisscom achieves great customer experience and contact-center reliability with Empirix Testing and Monitoring Solutions

Swisscom - Customer Case Study

Swisscom, Switzerland’s leading telecommunications provider with roughly 6 million mobile and 1.6 million broadband customers and the country’s largest contact center, faced the challenge of maintaining high QoS and QoE as it expanded. In a complex, constantly evolving contact-center environment, even small changes risked causing network overloads, long hold times and poor customer experience, so Swisscom needed proactive testing and monitoring to detect and prevent issues before they affected customers.

Beginning in 2001 with partner Telenet, Swisscom implemented Empirix testing and monitoring solutions (Hammer Test System, later Hammer IP, Hammer TDM and CallMaster) to simulate real-world loads and provide ongoing surveillance of its systems. This approach enabled early issue detection and faster fixes, improved reliability and continuity, ensured calls and self‑service worked across locations, and delivered a measurable improvement in customer-service quality and operational performance.

Swisscom

Karl Gschwend

customer interaction management