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.
Empirix today announced the general availability of Empirix OneSight 9.0, a robust performance monitoring solution that includes capabilities for setting sophisticated alerts and action plans for voice quality and network systems issues, as well as contact center and unified communications application problems.
Like end-to-end testing, monitoring can be grouped into key categories. This will enable you to better focus on issues to get them resolved quickly, with minimal impact to the customer experience.
For both fixed and mobile service providers, maximizing the effective use of network capacity is becoming key to increasing revenues and assuring the quality of experience for customers.
As soon as Buffer realized it had been hacked, the company sent out an apology and informational email. The company also responded quickly to emails, social media posts, and comments on its blog. There was no hiding or keeping silent. This earned the organization huge kudos in the eyes of its customers.
I’d like to share the top 10 issues Empirix has discovered while working with clients in the past 45 days. Hopefully these insights will help you think about your own communications environment and how it effects the customer experience.
Until recently, BlackBerry was a legend. Everyone remembers those “super cool” sales guys whose jobs were so important that they had to be connected 24/7. They would whip out their BlackBerry with its sleek, compressed keyboard and be ready to work at a moment’s notice.
Today’s communications environments are very complex. If you’re not monitoring your systems on a consistent and constant basis, you will undoubtedly run into trouble. At the same time, a comprehensive solution has to have a variety of functionalities in order to successfully monitor this type of environment.