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A Focus on the Customer
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Ensuring Empirix customers feel confident that the communication solutions they adopt will improve the quality of their own customers’ experiences is a key component of the Empirix mission, and this issue of Catalyst highlights our focus on the customer.
In this issue, we feature a Q&A with Wai Tsang, professional services consultant at Empirix, who shares his thoughts on the value professional services bring to Empirix customers.
You’ll also read about how three Empirix customers—T-Mobile Germany; First Choice, a leading international leisure travel company; and ClickandBuy, a leading Internet payment system—have turned to Empirix solutions to ensure a superior customer experience.
Plus, you’ll learn how to upgrade to the latest version of OneSight, Empirix’s award-winning application monitoring solution, as well as how a new “Avaya Compliant” rating for Empirix’s Hammer Test Portfolio ensures customers a cost-effective, integrated approach to a successful network implementation. You can also access the latest Empirix Application Note about preventing outages due to registration flood and see what’s new in the QAZone.
You’ll have an opportunity to read an article from MyCustomer.com that cites Empirix research about customers’ evolving expectations for online service and discusses ways organizations are working to improve customer satisfaction.
As always, we remain committed to our customers, and we welcome your feedback; if you have any comments regarding Catalyst or suggestions for content, please email them directly to catalyst@empirix.com.
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Ensuring the Quality of the Customer Experience
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A Q&A with Wai Tsang, Professional Services consultant
Understanding capacity is critical to helping an organization keep up with increasing demand. Dropped calls, poor voice quality, and faulty IVRs impact the quality of the customer experience and can result in a loss of business and damage to brand reputation. With the help of Empirix Professional Services, an organization can address potential problems proactively and ensure that customers receive the highest quality voice experience possible.
In this article, Empirix’s Professional Services Consultant Wai Tsang shares his thoughts on the value professional services bring to Empirix customers.
 Read the full article.
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T-Mobile Germany Looks to Empirix to Ensure Customer Satisfaction
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With more than 33 million users in Germany alone, T-Mobile strives to be the mobile phone sector’s most reputable service provider, and ensuring a high-quality customer experience is critical to the company’s mission.
T-Mobile’s 24/7 hotline is supported by an intelligent upstream voice portal where customer inquiries are answered by a virtual agent, and the company now relies on Empirix’s Hammer solutions to test the I&V, VMS, and IVR applications during the integration phase.
Read the full article.
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