[June 28, 2016] |
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Empirix to Optimize Customer Care Environments with Dedicated Analytics and Troubleshooting Capabilities
Mobile World Congress (News - Alert) - Empirix, Inc., the recognized leader in
end-to-end network performance visibility with the unique ability to
analyze customer behaviors by application in real time, today announced
the launch of its Customer Care solution, a new addition to its Customer
Experience Assurance (CEA) portfolio. The solution is designed for use
by a service provider's technical support staff, providing a simplified
historical view of individual service experience for the entire customer
base. The solution is actively in operation in a number of tier-1 mobile
service providers today.
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.
Deploying an effective and intuitive customer care solution in a
customer service environment allows technical support or non-expert
staff to troubleshoot basic customer-affecting problems. This enables
technical support staff to handle a higher percentage of customer
complaints and deliver better service from the customer pespective.
This also results in an overall decrease in problem mean time to repair,
reducing not only the operational expense involved in resolving
customer-affecting issues but also the potential revenue lost as part of
any service outage.
"The service assurance segment is evolving. Service providers now
require service assurance solutions that provide greater levels of
visibility-not only into their networks, but also into the services and
vendor devices deployed," said John D'Anna, CEO of Empirix (News - Alert). "But the
real change lies in the drive to provide specific insight into the
customer base, resulting in information which can empower service
providers to enhance their service capabilities as well as reduce churn."
"As communication service providers (CSP (News - Alert)) strive to create competitive
differentiation based on superior customer experience, they are
increasingly demanding software solutions that can empower customer
facing departments such as customer care to quickly resolve service
impacting issues. With the introduction of the Customer Care solution,
Empirix is addressing this market demand and is well positioned to help
accelerate CSPs' Customer Experience Management (CEM) strategy."
About Empirix:
Empirix is the recognized leader in end-to-end network performance
visibility with the unique ability to analyze customer behaviors by
application in real time. We help service providers, mobile operators,
contact centers and businesses master complexities and optimize business
processes to reduce operational costs, maximize customer retention and
grow top-line revenue. Through testing, monitoring, analytics and
intelligence, Empirix helps companies around the world realize the full
value of their technology investments. Empirix was acquired in 2013 by
private equity firm Thoma Bravo as the first step in an aggressive
strategy to take advantage of growth opportunities in the network
services industry. The company is creating a comprehensive portfolio of
end-to-end network service assurance solutions that will offer customers
an integrated performance management solution in an otherwise fragmented
market.
Empirix is a trademark of Empirix Inc. in the United States and other
countries.
View source version on businesswire.com: http://www.businesswire.com/news/home/20160628005224/en/
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