6 Frightful Contact Center Experiences

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Ghosts

Think it’s scary this Halloween? Imagine being in charge of your company’s contact center and being held responsible for providing a terrible customer experience. Now there’s true terror for you! Last week I highlighted few examples of issues discovered through predeployment testing. Today I’d like to highlight the goblins that await you if you don’t […]

Top 10 Communications Systems Failures

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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. In previous posts, I’ve commented on the end-to-end testing methodology which Empirix considers to be the best […]

Raising Quality Customer Service to New Heights

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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. This is a reasonable expectation and a matter of basic respect for […]

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

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Test Failure

Over the past few months, I’ve talked about the importance of communications network testing end to end. Today I’d like to bring the idea through to its logical conclusion. Read: The Right Ingredients to Build an Impactful Testing ROI Case I’ve consolidated below some real life use cases into a single connected view of end […]

Take a Closer Look: What is PESQ?

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Speech Quality

PESQ is a testing and monitoring related acronym that stands for Perceptual Evaluation of Speech Quality. Typically pronounced “pesk,” it is used as a means for automating the assessment of speech quality in communications networks (Unified Communications, VoIP, etc.). Previously, I outlined Mean Opinion Score (MOS) and described why it has become the de facto standard […]

Take a Closer Look: What is MOS?

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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. If you are not using an automated system to calculate MOS, you need the following things: A group of people to serve as test […]

Voice Biometrics, WebRTC and More at SpeechTEK 2013

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Voice Biometrics

SpeechTEK 2013 in New York City this week was a very successful event. I’ve been attending this event for more than 10 years, and while the trade show area was a bit smaller this year than in past years, the quality of attendees, discussions with customers and conference sessions were outstanding. Voice Biometrics One of […]

Customer Service: Who Cares? [Infographic]

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Providing a high quality customer experience is critical to keeping your customers happy. That’s the philosophy behind the service quality assurance and analytics solutions Empirix has brought to market. We know it’s vital that, when customers contact a business, they are able to get through without long wait times, garbled conversations, incorrect transfers, constantly repeating […]