Some Post-IAUG Thoughts

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IAUG

After attending Avaya International Users Group in Orlando, I’m really excited about Avaya’s direction with Avaya Oceana™ centered around the Avaya Breeze engagement platform. It offers contact centers much more direct control over the mapping of the customer journeys. Direct control enables organizations to customize customer experience improvements based on real-time information and their own business objectives.

Stay on Target with Customer Experience.

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On Target

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.

Customer Care Takeaways from Frost and Sullivan Mind Exchange

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Customer Satisfaction

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.

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 question the status quo and embrace new processes rather than holding tightly to existing ones just because they have always been there.

DAS – The Original Precursor to C-RAN

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Distributed Antenna System

DAS (Distributed Antenna Systems) can be considered the first iteration on the evolutionary road to C-RAN (Centralized RAN). As the name suggests, the antennas are distributed over a wide area, typically different stories of a building. A DAS solution provides improved carrier coverage, something that is becoming increasingly harder to achieve indoor due to ever-improving building and insulation standards. Additionally, as there are more antennas, they can broadcast at lower power.

Some Post Enterprise Connect Thoughts

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We’ve partnered with some of the world’s leading service providers not only for service assurance, but for contact center assurance testing and test automation as well. Making the business case for SIP Trunking in 2016 seemed akin to making the business case for combustion engines.

Top 10 Metrics to Align Contact Centers with Agile Methodology and Ensure You’re Fit for Business

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Fit for Business

Call centers are never short on metrics, but is the business utilizing the right metrics to ensure they are fit for business? Should those metrics change in an agile environment? The agile methodology for software development has definitely taken center stage, however, it struggles in large organizations with long standing processes and considerable investments in […]