Some Post Enterprise Connect Thoughts

Connected Network

We’ve partnered with some of the world’s leading service providers not only for service assurance, but for contact center assurance testing and test automation as well. Making the business case for SIP Trunking in 2016 seemed akin to making the business case for combustion engines.

It’s Time to Unleash MDT!!

Unleash MDT

MDT (Minimization of Drive Test) is a 3GPP feature first released in Release 10, which was frozen in 2011. And yet, it has not yet made a major impact in the marketplace despite it now being 5 years later.

Is Your Enterprise Really Protected?

Security

There is a perception in many enterprises that firewalls and security measures are only needed to protect vast sources of stored corporate or consumer data. Voice after all is inherently secure right? Not exactly.

Top 5 Communications Trends of 2013

Communication Trends

2013 has been a year of ginormous communications changes, from the mind-blowing growth of smartphone usage to the game-changing addition of WebRTC. Organizations have been increasingly focusing on improving customer service, recognizing that while voice is still king, customers need to know that they can reach companies in other ways too, like through social media or video chat or instant messaging. Big data has made it possible to begin anticipating issues and improving and personalizing communications.

Customer Service: Are You Using Your Customers As Your Lab Rats?

Lab Rat

Companies test just about every product before bringing it to market, from jet liners to smart phones. Before products come in contact with customers, companies already know how they’re going to work and what experience the user will have. New products might have a minor glitch here or there, but the big stuff is assured.

Top 10 Communications Systems Failures

System Failure

I’d like to share the top 10 issues Empirix has discovered while working with clients in the past 45 days. Hopefully these insights will help you think about your own communications environment and how it effects the customer experience.

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.

If at First You Don’t Succeed, Test, Test Again

Test Failure

In one recent test Empirix was involved with, callers were complaining about long connection times and poor voice quality during a storm. The company involved conducted a test of its SBC to better understand the origin of the issue. During the test process, the organization discovered that, while having a registration flood of 10,000 concurrent SIP registrations, SIP call setup time doubled. Moreover, jitter increased on the SBC.