VoiceWatch, Empirix’s proactive contact center performance monitoring solution, is quick to identify current and future issues and their unique causes. Using transactional call flows to navigate a customer’s end-to-end experience via automation, VoiceWatch measures the availability, accuracy, and performance of network components, voice solutions, and back-end database systems. This empowers users to identify and fix problems before they impact customers.
With customers at the heart of every company, organizations who align their business strategies with the evolving demands of their customer base have an advantage. Nowhere is this more true than in contact center environments, which carry the burden of providing a quality customer experience when it is most needed. Automated end-to-end testing and monitoring detects and prevents issues across your contact center IVR applications, infrastructure and networks before your customers are affected. Why put customer experience at risk?
Empirix announced today that a 3-year contract with a Tier 1 North American telecom operator was recently signed for $19M USD to improve the quality of performance of the operator’s mobile voice, VoWiFi and VoLTE networks, to score and increase customer experience satisfaction, and reduce OpEx related to mean-time-to-repair (MTTR).
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.
Call centers are never short on metrics, but is the business utilizing the right metrics to ensure they are fit for business? Should those metrics change in an agile environment? The agile methodology for software development has definitely taken center stage, however, it struggles in large organizations with long standing processes and considerable investments in […]
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 today announced that Peerless Network has selected its IntelliSight solution to deliver a Monitoring as a Service solution for its customers. Peerless Network was founded in 2008 and is a fully-funded, privately-held company focused on simplifying the interconnection process for telecommunication companies, service providers and enterprises via innovative end office, tandem, and advanced routing services.
The Service Assurance segment is evolving. Service providers now require Service Assurance solutions that provide greater levels of visibility – not only into the network, but also into the services and vendor devices deployed in the environment.
Empirix has developed a first-of-its-kind conference bridge monitoring solution – Empirix Conference Bridge Monitoring (CBM) – which monitors conference bridges to proactively ensure high-quality connections for business-critical conference calls.
Both Enterprises and Service Providers are attempting to find ways to handle increasingly complex technology environments. Better access to data and new tools to improve services and increase revenue are constantly being developed and adopted. While this is of course advantageous, it also creates a snarl of technology that is challenging to untangle.