SOURCE: Empirix Inc.

August 18, 2008 08:53 ET

NSTAR Business Manager Michael Roberts to Discuss How IVR Systems Improve Customer Experience at SpeechTEK 2008

Large Utility Plans to Highlight Use of Empirix's Hammer Call Center Testing and Monitoring Solutions as Part of Its Successful IVR Implementation Strategy

BEDFORD, MA--(Marketwire - August 18, 2008) - FROM SPEECHTEK 2008, EMPIRIX BOOTH #313 - Empirix® Inc., which helps organizations adopt complex communications solutions with confidence, announced today that its customer NSTAR will participate in a panel titled "Development and Deployment" at SpeechTEK 2008 to discuss best practices for implementing speech technology at large utilities. Other panel participants include David Thomson, CTO of SpeechPhone, who will cover "Speech in Government/Utilities," and Marge Vizcarra and James Whitten, Customer Services Managers at the San Francisco Public Utilities Commission, who will speak about "Developing Call Center Applications."

During his part of the panel, NSTAR's Michael Roberts, Business Integration Manager - Telecom, Customer Interaction Center, will talk about "Improving Customer Experience Implementing a Speech-Enabled IVR at NSTAR." His section will cover the following topics:

--  Why NSTAR chose speech technology to replace its existing menu
--  How the interoperability with other call center technologies affected
    the implementation;
--  How load and performance testing ensured a successful implementation;
--  What reaction customers had to the new system.

In addition, Michael will outline lessons learned by NSTAR's telecommunications team during the rollout of the project. These include learnings both from a business and a technology perspective, as well as the importance of getting management's buy-in early in the process, while remembering to consistently review existing technology for interoperability issues.

Further, Michael will talk about how NSTAR's use of testing to verify requirement compliance was the key to its success. To do this, NSTAR used Empirix's Hammer solutions to help it uncover infrastructure issues which only occurred during high call volumes and determine the timeliness of the responses. As a result, Empirix's solutions helped NSTAR mitigate risk and made its engineers more confident before going live.

NSTAR Electric and Gas is an energy utility in Eastern Massachusetts that specializes in the delivery of natural gas and electricity. Michael has been with NSTAR for eleven years and is currently responsible for the design and integration of telecommunications systems supporting the call centers in NSTAR's Customer Care organization. Throughout the course of his career, Michael has been passionate about learning various switch, IVR, CTI, and recording technologies and the methods used to integrate their communication.

SpeechTEK 2008 is the world's biggest speech technology conference and exhibition. The event will take place August 18-20, 2008 at the New York Marriott Marquis, New York, NY.

Who: Michael Roberts, Business Integration Manager - Telecom, Customer
Interaction Center at NSTAR Electric and Gas

What: SpeechTEK Panel Track on "Development and Deployment"

Where: New York Marriott Marquis, New York, NY

When: Tuesday, August 19, from 2:45-3:30 p.m. Eastern


NSTAR, headquartered in Boston, is an energy delivery company with revenues of approximately $3.2 billion and assets of $7.7 billion. The utility serves 1.4 million customers in Massachusetts, including approximately 1.1 million electric distribution customers in 81 communities and 300,000 natural gas distribution customers in 51 communities. NSTAR also conducts non-utility, unregulated operations. For more information, go to

About Empirix

Empirix helps organizations adopt complex communications solutions with confidence. We combine the industry's deepest knowledge of telecommunications and self-service applications with award-winning testing and monitoring solutions to ensure our customers realize the promise of their technology investments. Empirix is the only company with expertise that spans the evolution of these advanced technologies across multiple markets -- from testing in R&D labs through monitoring the end-user experience. For over a decade, thousands of quality-conscious network equipment manufacturers, service providers and enterprises worldwide have trusted Empirix to reduce the time and cost of integrating new technologies into existing environments. Visit

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