Empirix in the news

9/1/2010
Top tips for internet chat in the call centre
Call Centre Helper
Once a bit of a gimmick, internet chat is really starting to take hold in the call centre – particularly with the younger generation. We asked a number of experts for their top tips on dealing with chat.
9/1/2010
Empirix Executive Interview: Bob Hockman
CRMXchange
Bob Hockman, Director of Product Marketing, Enterprise Solutions, Empirix
8/26/2010
The perfect outbound campaign
Call Centre Focus
How can we can make sure that we are putting policies in place to use diallers without fear of falling foul of regulators asks Trevor Richer, marketing director EMEA, Empirix
8/18/2010
Empirix LTE assurance play balances network, user experience 
Connected Planet
The new LTE and IP core/system architecture evolution support is now part of Empirix's IPXplorer solution and part of its overarching X-DMA monitoring platform.
8/18/2010
Empirix extends mobile broadband solution to support LTE and 4G services 
Telecom Engine
As LTE rolls out, network operators need to ensure that user experience doesn't degrade as connectivity bounces between legacy and 4G technologies.
8/4/2010
Lastminute.com automates call centre testing
computing.co.uk
Lastminute.com has implemented Empirix's Hammer CallMaster system to test and improve the quality of its interactive voice response (IVR) service to customers.
7/16/2010
Call Centre Technology - Times Past
callcentre.co.uk
Once upon a time call centre agents simply took calls and they made calls - nothing more, nothing less. It was a fairly straightforward transaction, but it was limited and could be frustrating for customers and agents alike.
6/30/2010
Service Quality Assurance Vendor Empirix Talks UC
TMCnet
Unified Communications Magazine recently spoke with Bob Hockman, director of product marketing at Empirix, about how the company is addressing UC.
6/28/2010
Service Quality Assurance Vendor Empirix Talks UC
Unified Communications
Unified Communications Magazine recently spoke with Bob Hockman, director of product marketing at Empirix, about how the company is addressing UC.
6/8/2010
Empirix acquisition continues move down mobile path 
Connected Planet
The deal to pick up Italy-based Mutina gives it additional IP core and mobile monitoring capabilities, as well as a foothold in Europe.
5/19/2010
Realizing the Full Benefits of Unified Communications 
Connections Magazine
Unified Communications, or UC, is a buzzword often heard these days within the enterprise and contact center. Although it is not a new concept, UC has only recently become widespread, and those who have implemented it in a successful manner have begun to gain a competitive advantage. But what exactly is UC, and why are companies so interested in it?
5/4/2010
Podcast: Unified Communication's Two Faces 
Unified Communications Edge
There really are two types of unified communications or, more specifically, versions of UC at different levels of maturity. The contact center is smack in the middle of both.
4/30/2010
The Consequences Of Silent Calls – The Stakes Have Been Raised 
Fresh business thinking
The Government's recent decision to take more agressive action against companies making silent calls has captured the attention of businesses throughout the UK. Most notably, fines have skyrocketed from £50,000 to £2m. Against this backdrop, organisations are assessing their strategy for using predictive dialling to ensure that the technology adheres to the Government's regulations...
4/22/2010
Passive probe improves optical network monitoring, TDM to IP glitches 
SearchTelecom.com
Rolling out wholesale voice over IP (VoIP) services for competitive local exchange carriers (CLECs) in the Western United States proved to be a revenue boon for one service provider, but troubleshooting time-division multiplexing (TDM) to IP translation hiccups remained a challenge...
4/19/2010
Don't Skimp on Ongoing Unified Communications Network Testing and Monitoring 
IT Business Edge
Nobody disputes the fact that any telecommunication network or IT infrastructure element should continually be monitored to make sure that any developing issue...
4/14/2010
Top Three Reasons to Use Monitoring to Prevent Voice Quality Issues 
CP Wire
Using an IP network to offer voice services can provide significant cost savings over traditional phone systems. Making this move can also result in productivity-increasing benefits, such as extension portability, unified messaging and softphone clients on a PC, all of which are advantages that can give your organization a competitive edge.
3/15/2010
Five Tips To Consider Before Implementing IP Communications 
Fresh business thinking
Communicating with customers is the cornerstone of success for any enterprise. New IP communication solutions present unique opportunities for businesses to interact with their customers and employees. A positive experience is essential for building loyalty and winning new business.
2/9/2010
Keeping Up with Voice Quality 
No Jitter
I had a briefing yesterday with Empirix, which just announced OneSight Voice Quality Assurance, its newest product for measuring voice quality. It's a pretty slick-looking system, but in some ways it also shows just how much of a moving target voice quality monitoring and assurance is.
2/8/2010
Underlying Network Is out of Sight, but Shouldn't Be out of Mind 
IT Business Edge
Technology rolls out in two interrelated ways: The bits and bytes and the marketing. In the best rollouts, these happen in synch, or close to it.
1/6/2010
Four Ways to Ensure Quality of Service Positively Affects Quality of Experience 
CP Wire
Contact centers present an opportunity to make a lasting customer impression. When technical issues result in a low QoS level, the result is a negative QoE - and that bodes badly for business opportunities and your bottom line.
 
Enterprise Solutions

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