If at First You Don’t Succeed, Test, Test Again

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Test Failure

Over the past few months, I’ve talked about the importance of communications network testing end to end. Today I’d like to bring the idea through to its logical conclusion. Read: The Right Ingredients to Build an Impactful Testing ROI Case I’ve consolidated below some real life use cases into a single connected view of end […]

Analyze This! The PACE Conference in NYC

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New York City

I recently attended the Professional Association for Customer Engagement (PACE) in NYC. There was great energy in the room throughout the day as over 100 users, vendors and partners explored trends and opportunities in the CRM and contact center market segment in the NYC area. Two noteworthy trends were discussed throughout the day: cloud and […]

Take a Closer Look: What is MOS?

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Mean Opinion Score (MOS)

In the world of communications systems testing and monitoring, MOS is an acronym for Mean Opinion Score. A MOS is used to evaluate and characterize the transmission characteristics of a telecommunications system. If you are not using an automated system to calculate MOS, you need the following things: A group of people to serve as test […]

Voice Biometrics, WebRTC and More at SpeechTEK 2013

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Voice Biometrics

SpeechTEK 2013 in New York City this week was a very successful event. I’ve been attending this event for more than 10 years, and while the trade show area was a bit smaller this year than in past years, the quality of attendees, discussions with customers and conference sessions were outstanding. Voice Biometrics One of […]

Customer Service: Who Cares? [Infographic]

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Providing a high quality customer experience is critical to keeping your customers happy. That’s the philosophy behind the service quality assurance and analytics solutions Empirix has brought to market. We know it’s vital that, when customers contact a business, they are able to get through without long wait times, garbled conversations, incorrect transfers, constantly repeating […]

Take a Closer Look: Voice Portal/IVR Testing

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Big Data

By this time, you probably already know the initial steps in end-to-end testing: first, look at your infrastructure and second, test applications and voice quality. Now let’s take a look at voice portal/IVR testing. The basic procedure is accomplished in a similar way to that of testing Applications and Voice Quality. You need to automate […]

Take a Closer Look: What is Passive Monitoring?

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Closer Look at Passive Monitoring

No matter how solid a communications system is when it’s first implemented, things tend to go wrong over time. As you add new technology, change settings, have increased voice or data volumes, and more, it becomes a requirement that you monitor your communications systems to ensure they run as expected. Monitoring Your Communications Systems There […]