The Reality of Conducting Business in the Digital World

Doing Business in a Digital World

Whether you’re running a contact center or you’re a service provider building the next generation network, you’re on the hook to provide your customers a world-class experience. This is a tall order considering the complexity of modern networks.

New technologies, high expectations

The reality of conducting business in the digital world is that technology is more in control of customer experience than we humans are. Consumers have high expectations. When things don’t go well, unmet expectations can devastate a company’s reputation and even negatively affect market share.

The Empirix approach

Empirix has been safeguarding customer experience for contact centers, enterprise networks and telecommunication service providers since 1992.

Thousands of companies rely on us for:

  • Comprehensive test automation
  • End-to-end network troubleshooting and monitoring
  • Real-time, actionable network and customer intelligence
  • And to deliver high quality, profitable services, experiences, or communications

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Empirix solutions

Our success is rooted in our deep industry knowledge. The facts speak for themselves.

Our solutions:

  • Have more than 1 billion subscribers under management
  • Monitor 95% of the United States’ 911 infrastructure
  • Complete 159 million minutes of port testing a year

Our vendor-agnostic approach helps our clients consolidate platforms, optimize business processes, reduce operational costs, maximize customer retention, and grow top-line revenue.

Tomorrow’s networks will be shaped by the investments made today. Empirix is uniquely positioned to help our clients improve customer experience, extend the value of their existing investments, and accelerate their digital transformation.

Sustain your position as a market leader. Contact Empirix to learn how.

More on digital transformation

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.

Stay on Target with Customer Experience

Couple

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.

Delivering Service Assurance in NFV Environments with Passive Probes

NPV Traffic

Despite all the attention NFV is getting, there are areas that still need to be explored. For example, most of the discussion today revolved around the technology and the various options to adopt it, but few are thinking further down the road about how to ensure Service Assurance functions in these highly abstracted and complex virtual environments. 

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.

Impact Telecom Chooses Empirix for Service Assurance

Network Service Assurance

Empirix, Inc., the recognized leader in end-to-end network performance and customer behavior visibility, announced that Impact Telecom, a leading full-service telecommunications company, has selected Empirix’s Service Assurance solution as the single monitoring tool for their combined natonwide network.

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.

Ooredoo Chooses Empirix to Assure Optimal Service Quality to Wholesale Carrier Customers

Global Network

OGS selected the Empirix service assurance monitoring solution to gain visibility into the international connections providing carriers with access to its voice (both legacy circuit-switched and VoIP) and 2G/3G roaming services. With Empirix, OGS has uninterrupted visibility of network performance and service quality, as well as the ability proactively identify potential issues before they negatively impact customers. This flexible solution is capable of adapting to new technologies and innovative new services; OGS plans to extend the Empirix solution’s coverage to a recently announced LTE roaming service.