The near ubiquity of mobile devices has created a virtuous cycle: More and more users of mobile devices need more and more capabilities. At the same time, the availability of more capabilities on mobile devices has in itself attracted more users.
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 accelerate the key business objectives of our clients by assuring application and network performance in real-world conditions.
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 to create, deliver and optimize an impactful customer experience. Below are some of my key takeaways from the keynote sessions.
Have you ever heard that phrase muttered in response to the question, “Why are we doing it this way?” If so, you are probably not alone. In fact, you may have even heard the “Five Monkeys and a Ladder” story, loosely based on social experiments with monkeys, that is used to emphasize the need to question the status quo and embrace new processes rather than holding tightly to existing ones just because they have always been there.
Despite all the attention NFV is getting, there are areas that still need to be explored. For example, most of the discussion today revolved around the technology and the various options to adopt it, but few are thinking further down the road about how to ensure Service Assurance functions in these highly abstracted and complex virtual environments.
MDT (Minimization of Drive Test) is a 3GPP feature first released in Release 10, which was frozen in 2011. And yet, it has not yet made a major impact in the marketplace despite it now being 5 years later.
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.
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.
Empirix today announced that its IntelliSight solution has been deployed by inContact to monitor the voice connection quality of inContact’s new Voice as a Service (VaaS) offering.
By now, most of us involved within the Telecoms space will have heard about Voice over LTE. Like any new technology, it comes with a lot of hope and promise to improve customer experiences and reduce operating expenses, but what exactly is it and what challenges will it present for the service provider.