Can Support Systems be Trained to Speak “Customer”?

Speaker Training

Imagine how happy a mobile service provider (MSP) would be if instead of a customer calling in to complain “I’m having trouble with YouTube” they simply said “The video queuing mechanism on server SW-304 is overloaded.” The company could just fix the problem instead of transferring the call to an engineer to manually sort through the hundreds of possible factors that degrade service – all while the caller waits for an answer.

Customer Service Automation: Do it Right!

Customer Service

OK, I get it. You put in an automated interactive voice response (IVR) system because it saves you time and money. Fewer agents needed to answer calls. Some of my basic questions answered without me needing to wait for a live person to help me out. You can shoot me over to the right department. And when I need to talk to an agent, he or she already has some of my basic information. Right? Well, sometimes.

Committing to Quality

Commitment to Quality

Among many reasons we’ve been growing is the critical value we provide to our customers. When we are out talking with customers who typically provide voice and data solutions to their clients, we continue to hear more than ever that there is an increasing demand for a great customer experience – and customers become very vocal when they don’t get it. Social media just underscores the immediacy of that criticism and the large impact a complaint can have in a very short amount of time.

Empirix Launches Automated Regression Testing as a Service

Brainstorm

With reliable, consistent, repeatable testing, Empirix RTaaS measures the impact of changes on switching, routing, interactive voice response (IVR) and agent desktop solutions prior to their deployment to preempt customer-impacting issues, speed deployment cycles and cut project costs.

Introducing the Empirix UC Assurance Platform

Doing Business in a Digital World

Today’s UC solutions feature an evolving mix of voice, video, social media, presence, contact and data applications—all of which can come from different vendors and create interoperability challenges as they are deployed across user desktops and mobile devices.

Examining the Transformation of Customer Contact Centers

Contact Center Improvements

Empirix Inc., the market leader of service quality assurance solutions for new IP communications, today announced the results of an industry survey, conducted by Opus Research and sponsored by Empirix, about the adoption of online tools into enterprise customer care programs.