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.

Empirix Awarded a 2014 Communications Solutions Product of the Year Award

Analytics

Empirix announced today that TMC, a global, integrated media company, has awarded IntelliSight a 2014 Communications Solutions Product of the Year Award. IntelliSight is an analytics platform that turns terabytes of data into the real-time intelligence needed to enhance user experiences, reduce churn, streamline operations and discover innovative business models.

Weaving Together the Components of a Comprehensive Monitoring Solution

Weaving Loom

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.

New Strides for Customer Care Improvement

Positive Customer Experience

Along with the introduction of each new service or application, the underlying network technology now permits Quality of Service (QoS) to be determined on an individual customer basis. Moreover, many of the world’s leading Mobile Service Providers (MSPs) are now competing more on service quality rather than service quantity or usage. As a result, today’s service assurance solutions are evolving to address key aspects of customer care, in order to better manage the service providers’ customer base on an individual basis.

Raising Quality Customer Service to New Heights

Customer Service New Heights

Today’s customers have an expectation that they should receive a quality experience when they contact a company. Whatever their reason for reaching out to an organization, they work under the assumption that technical issues aren’t going to get in the way of communications.

Service Provider Success With Least Cost Routing

Cost Routing

For many Fixed or Wireline Service Providers, a critical revenue stream continues to be the transport of Long Distance or International Calls. In order that such calls can be completed and revenue ensured, it is fundamental to be able to determine that calls are being completed successfully and to understand by whom those calls are completed.

What is MOS (Mean Opinion Score)?

Mean Opinion Score (MOS)

In the world of communications systems testing and monitoring, MOS is an acronym for Mean Opinion Score. A MOS is used to evaluate and characterize the transmission characteristics of a telecommunications system.