Empirix Inc., a market leader of service quality assurance solutions for end-to-end comprehensive customer experience management of mobile broadband and IP-based communications systems, today announced enhancements to the Empirix Converged Assurance Platform. This platform was engineered to provide mobile operators with greater visibility into the measurement, understanding and improvement of customer experience. The Empirix Converged Assurance Platform is a comprehensive solution for monitoring the Quality of Service (QoS) and Quality of Experience (QoE) of voice, video and data applications delivered over mobile networks. It features upgrades to its underlying components, the IPXPlorer® probes used for network data collection, and E-XMS, the solution’s management and analytics software.
Diagnostix (E-XMS): Gain Actionable Intelligence on True CX
Converged Assurance Platform
“Customer experience is at the forefront of most CSPs business objectives,” said Patrick Kelly, research director at Analysys Mason. “Empirix Converged Assurance Platform serves as a building block to distill network data into meaningful subscriber measurements to help CSPs achieve a positive customer experience.”
This version of the Empirix Converged Assurance Platform includes added capabilities for monitoring the interface between the Universal Terrestrial Radio Access Network’s (UTRAN’s) circuit and packet switching core network and the IP core network. The result is greater visibility into dropped calls, high-speed data interruptions, poor voice quality, video streaming issues and other problems resulting from inconsistent communications between user equipment and base stations. When combined with existing capabilities, this new functionality enables operators to validate handovers throughout the mobile broadband network and fully assess Quality of Application (QoA) metrics by following each communication event from start to finish. In this way, Empirix provides more than a superficial, general value for customer experience; it can report accurate QoE metrics for each mobile application that a subscriber accesses, such as video streaming, voice calls, mobile email and more.
Import and correlate third-party data
In addition, Empirix added the ability to import and correlate data from external sources, including OSS, billing and other network monitoring systems. This data feeds the analytics engine, which selectively layers multiple data points, Key Performance Indicators (KPIs) and industry knowledge to present actionable intelligence for strategically enriching QoE. For example, Empirix can provide operators with:
Identifies the most popular and best performing devices in the customer base. Additionally, E-XMS can report the impact of specific devices (including smartphones, tablets and modems) on the overall customer experience.
Identifies the best and worst performing locations based on service quality. E-XMS also reports which users are utilizing the most resources in any cell.
Identifies which applications are the most popular or best performing, and reports customer QoE for each. E-XMS also analyzes the effect of a specific application on QoE. For example, it can report the impact that video streaming and video adaptive technologies have on network performance and the experience of other users.
Armed with this new level of insight, operators now can make smarter decisions about infrastructure investments that will have a clear impact on enriching the customer experience, empowering them to not only maximize ROI, but also strengthen customer loyalty and reduce churn.
White Paper: Mobile Device Analytics
“This release of the Empirix Converged Assurance Platform marks a significant milestone in Empirix’s integration of monitoring surveillance and analysis technologies acquired during the Mutina acquisition in 2010,” said Tim Moynihan, VP of marketing, Empirix. “It delivers on the company’s commitment to provide the industry’s most efficient and comprehensive solutions for capturing, analyzing and acting on customer experience data in today’s converged networks.”
Empirix is the recognized leader in end-to-end network performance visibility with the unique ability to analyze customer behaviors by application in real time. We help service providers, mobile operators and enterprises optimize business processes to reduce operational costs, maximize customer retention and grow top-line revenue. Through monitoring, analytics and intelligence, Empirix helps companies around the world realize the full value of their technology investments.
Empirix is a trademark of Empirix, Inc. in the United States and other countries.
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