Integrating Verios’ and Empirix’s analytical, troubleshooting, monitoring and management capabilities will give wireless providers unprecedented capabilities for managing their networks from their customers’ perspectives.
The Conference Bridge Monitoring Solution’s innovative new voice-based conference quality management model is a significant departure from conventional conference bridge monitoring.
Empirix announced today that TMC, a global, integrated media company, has awarded IntelliSight a 2014 Communications Solutions Product of the Year Award. IntelliSight is an analytics platform that turns terabytes of data into the real-time intelligence needed to enhance user experiences, reduce churn, streamline operations and discover innovative business models.
The Defense Department program, charged with protecting veterans’ rights, today presented Empirix CEO John D’Anna with an award for making the company a friendly workplace for National Guard and military reserve “citizen warriors.”
Primarily focused on wireless applications and supporting the Service Operation Center (SOC) approach, IntelliSight is the next evolutionary step in customer service management being pioneered by Empirix
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.
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 instant messaging. Big data has made it possible to begin anticipating issues and improving and personalizing communications.
LTE is spreading across the globe. Yet Mobile Service Providers still have to figure out how to best leverage the speed and capacity that LTE brings to create value for their customers – not to mention how best to generate more revenue.
In the contact center, supervisors and managers often run into similar situations. Most agents go through an initial training when hired, but over time they may forget some of the tactics they learned or realize they need more knowledge about a certain topic or software program. With everyone operating at different levels, it can be challenging to provide consistent, high-quality service to every customer who reaches out to you.
With the coming of Thanksgiving, I’d like to take a moment to show some appreciation. Empirix has experienced a great deal of success over the years, but of course we couldn’t have done it without our customers. With that in mind, I’d like to say thank you, wonderful customers. I am thankful that you have […]