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 […]
Since the introduction of VoIP, the service or underlying technology (based on the SIP protocol) has been susceptible to multiple fraud scenarios. In particular, by exploiting some of the features of VoIP, such as three way call and call transfer, hackers can inject call signals into the network and effectively hijack calls. The result is significant non-billable revenue for the Service Provider. Since commands associated with VoIP technology are often sent un-encrypted and without authorization for each command, this is an easy technique to carry out.
Companies test just about every product before bringing it to market, from jet liners to smart phones. Before products come in contact with customers, companies already know how they’re going to work and what experience the user will have. New products might have a minor glitch here or there, but the big stuff is assured.
“Key Performance Indicators” (KPIs) is a term commonly heard within the Service Assurance domain. KPIs are used by most Service Providers use to align their internal departmental goals and metrics with the experience delivered to their customers or subscriber base. That said, there is much debate as to how effective KPIs are, even those that are […]
Thoma Bravo, LLC., a leading private equity investment firm, has completed its acquisition of Empirix Inc., the recognized leader in end-to-end network testing, monitoring and analytics solutions.