Stay on Target with Customer Experience.

Posted on
On Target

Over the course of the past several months, I’ve noticed a dramatic increase in the number stories related to the benefits of improving customer and user experience (CX/UX). It’s refreshing, since Empirix has always focused on testing and monitoring from the perspective of a customer’s experience, ( top down) and because of this we can […]

Customer Care Takeaways from Frost and Sullivan Mind Exchange

Posted on
Customer Satisfaction

Empirix recently joined other industry thought leaders at the Frost and Sullivan Mind Exchange summit in Orlando, FL.  Over the course of the 4-day event, many of the core tenets of customer care were discussed and reinforced. The event provided a great opportunity for all attendees to share some of the challenges encountered when trying […]

It’s not me, it’s you: why customers leave

Posted on
Why Customers Leave

Churn continues to be a hot topic for all mobile service providers, regardless of their size or location. It’s easy to understand why, because customer churn could result in millions of lost revenues. As a result, new approaches to solving the churn problem tend to be at the forefront of most smart service provider investment […]

Why Customer Experience Matters

Posted on
Why Customer Experience Matters

Last week, Empirix announced the deployment of its Customer Experience solution with UK-based Telefonica O2. The solution’s implementation is evidence of an evolution occurring within the Service Assurance segment: Service providers such as O2 require solutions capable of providing greater levels of visibility into network traffic data, as well as the services and vendor devices […]

How Do You Measure “Quality of Experience” in a Mobile Environment?

Posted on
Measuring Quality of Experience

Mobile Network Operators (MNOs) have to adapt to a rapidly changing market. The explosion of smartphones(~1 Billion sold in 2014), the applications accessible through mobile networks and the advent of Over-the-Top (OTT) Services are clearly putting pressure on the traditional Service Providers to differentiate themselves, keep the customer base loyal and, most importantly, recover revenues […]

The Evolution of Service Assurance

Posted on
Service Assurance Evolution

The Service Assurance segment is evolving. Service providers now require Service Assurance solutions that provide greater levels of visibility – not only into the network, but also into the services and vendor devices deployed in the environment. The real change, however, lies in the ability to provide specific insight into the customer base, so the […]

Proactively Address Conference Bridge Problems

Posted on
Conference Call Bridge

Empirix Introduces the First-of-Its-Kind Conference Bridge Solution to Address Conference Call Quality Issues Today, more than ever, conference calls are at the very core of business operations. Business leaders from across the globe are using conference calls daily to drive key business through decisions and customer interactions. Despite all the technological gains of Voice over […]

5 Contact Center KPIs to Turn Customer Frowns Upside Down

Posted on
KPI

Customer experience in the contact center is paramount in customer retention. Technical issues, even minor ones, can have an enormous impact on a consumer’s perception of a company. Combine that with the undeniable fact that today’s contact centers are extremely complex—featuring multiple communication channels, self-service applications, routing schemes, agent groups, and vendor equipment—and the result is […]

Top 5 Communications Trends of 2013

Posted on
Communication Trends

2013 has been a year of ginormous communications changes, from the mind-blowing growth of smartphone usage to the game-changing addition of WebRTC. Organizations have been increasingly focusing on improving customer service, recognizing that while voice is still king, customers need to know that they can reach companies in other ways too, like through social media or video chat or […]