Within most service provider environments, the vast majority of customer care issues find their way to tier-2 or -3 network operations and engineering teams for resolution. But, with the volume of issues dramatically increasing due to growth in available data services and the proliferation of mobile device users, sustaining this model and resolving issues in a timely manner is becoming ever more difficult.
After attending Avaya International Users Group in Orlando, I’m really excited about Avaya’s direction with Avaya Oceana™ centered around the Avaya Breeze engagement platform. It offers contact centers much more direct control over the mapping of the customer journeys. Direct control enables organizations to customize customer experience improvements based on real-time information and their own business objectives.
This certification enables agencies to use Empirix test automation to most efficiently, accurately, and cost effectively simulate and test national and regional disaster scenarios, including encrypted communication performance, at high call volumes. This stress testing measures actual voice quality and adjunct systems, such as call recording, in order to ensure their viability in critical scenarios.
We’ve partnered with some of the world’s leading service providers not only for service assurance, but for contact center assurance testing and test automation as well. Making the business case for SIP Trunking in 2016 seemed akin to making the business case for combustion engines.
Empirix, Inc., the recognized leader in contact center assurance and end-to-end network performance visibility, today announced that its VoiceWatch cloud-based monitoring service detected a service disruption in one of the nation’s largest toll-free networks and notified affected Empirix customers within seconds of the disruption occurring.
Empirix IntelliSight solution underpins ability to validate performance of new Voice as a Service (VaaS) offering and provide greater levels of transparency to customers.
Empirix, Inc., the recognized leader in end-to-end network performance and customer behavior visibility, announced that Impact Telecom, a leading full-service telecommunications company, has selected Empirix’s Service Assurance solution as the single monitoring tool for their combined natonwide network.
One of TMC’s most coveted honors, the Communications Solutions Product of the Year Award recognizes exceptional products and services brought to market or greatly improved upon in the past year that facilitate voice, data, and video communications. Of the winners of this year’s awards, Rich Tehrani, CEO of TMC said, “True leaders within their industries, these honorees represent the best-of-the-best products and solutions available on the market today.”
O2 is using Empirix IntelliSight in the implementation of its new Self-Optimizing Intelligent Network. The first of its kind in the United Kingdom, this new network will learn from and analyze the experiences and behaviors of 24 million O2 customers while redirecting signals in real time, rendering it the smartest mobile network in the United Kingdom.
OGS selected the Empirix service assurance monitoring solution to gain visibility into the international connections providing carriers with access to its voice (both legacy circuit-switched and VoIP) and 2G/3G roaming services. With Empirix, OGS has uninterrupted visibility of network performance and service quality, as well as the ability proactively identify potential issues before they negatively impact customers. This flexible solution is capable of adapting to new technologies and innovative new services; OGS plans to extend the Empirix solution’s coverage to a recently announced LTE roaming service.