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"Voice System Performance Benchmark Study for the U.S. Brokerage Industry"
by -
Empirix
Empirix recently used its contact center monitoring tool to conduct an independent benchmarking study of voice system performance at nine of
the leading U.S. brokerage houses. Our methodology was designed to analyze performance from the customer's point of view, using realistic call scripts and hundreds of actual test calls to measure how long it took to complete a stock transaction by phone-and how often the call failed entirely. Additionally, detailed measurements were tracked at each step in the call flow--time to answer, prompt response time and host look
up times-- to further isolate bottlenecks in the voice system performance.
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