Empirix, Inc., the recognized leader in end-to-end network performance visibility with the unique ability to analyze customer behaviors by application in real time, today announced the launch of its Customer Care solution, a new addition to its Customer Experience Assurance (CEA) portfolio. The solution is designed for use by a service provider’s technical support staff, providing a simplified historical view of individual service experience for the entire customer base. The solution is actively in operation in a number of tier-1 mobile service providers today.
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.
Deploying an effective and intuitive customer care solution in a customer service environment allows technical support or non-expert staff to troubleshoot basic customer-affecting problems. This enables technical support staff to handle a higher percentage of customer complaints and deliver better service from the customer perspective. This also results in an overall decrease in problem mean time to repair, reducing not only the operational expense involved in resolving customer-affecting issues but also the potential revenue lost as part of any service outage.
“The service assurance segment is evolving. Service providers now require service assurance solutions that provide greater levels of visibility—not only into their networks, but also into the services and vendor devices deployed,” said John D’Anna, CEO of Empirix. “But the real change lies in the drive to provide specific insight into the customer base, resulting in information which can empower service providers to enhance their service capabilities as well as reduce churn.”
“As communication service providers (CSP) strive to create competitive differentiation based on superior customer experience, they are increasingly demanding software solutions that can empower customer facing departments such as customer care to quickly resolve service impacting issues. With the introduction of the Customer Care solution, Empirix is addressing this market demand and is well positioned to help accelerate CSPs’ Customer Experience Management (CEM) strategy”