Scoring Customer Experience for Telecom Operators in Africa

Quality of Experience

As Mobile technology moves towards 5G there’s an increased rollout of small cells capable of supporting low latency, low data rate applications like smart energy, building security, infrastructure, retail and healthcare etc. It may still be several years before we see the first, commercially viable applications actually in operation.

Empirix to Optimize Customer Care Environments with Dedicated Analytics and Troubleshooting Capabilities

Customer Care Analytics

Within most service provider environments, the vast majority of customer care issues find their way to tier-2 or -3 network operations and engineering teams for resolution. But, with the volume of issues dramatically increasing due to growth in available data services and the proliferation of mobile device users, sustaining this model and resolving issues in a timely manner is becoming ever more difficult.

It’s Not Me, It’s You: Why Customers Leave

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.

Why Customer Experience Matters

Why Customer Experience Matters

Last week, Empirix announced the deployment of its Customer Experience solution with UK-based Telefonica O2. The solution’s implementation is evidence of an evolution occurring within the Service Assurance segment: Service providers such as O2 require solutions capable of providing greater levels of visibility into network traffic data, as well as the services and vendor devices deployed in an environment. But the real requirement now is the ability to provide specific insight into the customer base, enabling providers to understand gaps in service and quickly identify concentrated problem areas. Equipped with this knowledge, O2 is empowered to rapidly enhance service capabilities, improve customer experiences, and mitigate the risk of customer churn.