Patent Granted for End-to-End Quality of Experience Scoring Model

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Network Communications

The “QoE Index” estimates end user perception of any service Today we proudly announced that our innovative new approach to scoring Quality of Experience (QoE) across telecommunication services has been granted a US patent. Designed by Angelo Baccarani, Product Manager for NFV Service Assurance at Empirix, the scoring model provides a single score, known as […]

Don’t Leave Customer Experience to Chance

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Customer Experience

I was able to escape the blizzard-like conditions of New England winter for three sunny days in Las Vegas to attend the Avaya International User Group. Despite the recent restructuring announcement by Avaya, more than 2500 people registered to attend and hear about the latest and greatest that Avaya has to offer. Some highlights of […]

Customer-focused Test Automation in Agile Environments

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Customers in Agile Environments

Companies migrating to an Agile development methodology have seen the benefits of accelerating deployments with smaller, more focused feature sets per release, but they have also experienced the pain of grouping those feature sets into workable code capable of being released to the public—without sacrificing quality. It is an Agile team’s responsibility to deliver working […]

But That’s the Way We’ve Always Done It…

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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 […]

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

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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 […]

The Evolution of Service Assurance

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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 […]

5 Contact Center KPIs to Turn Customer Frowns Upside Down

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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

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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 […]

Giving Thanks for Great Customer Service

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Giving Thanks

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 […]